Call Center Manager

At MTM Transit, it is never just a ride, it's personal.

We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important.

We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve.

Our company culture is one of innovation, collaboration, and growth.

If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

What Will Your Job Look Like?

The Call Center Manager is responsible for overseeing the daily operations of a high volume Customer Service Center (CSC) providing expertise and customer service support to Members and Beneficiaries in an inbound facility including management of Supervisors, Support Staff, and Customer Service Representatives (CSRs).  The Call Center Manager will ensure that production, quality, and contract standards are met through monitoring service levels, consumer satisfaction, client satisfaction, and compliance of protocols and procedures. 

This position is contingent upon the award of RFP.

Location: Port St.

Lucie, FL

What you’ll do:


* Manage, develop and provide continuous coaching to a team of Supervisors, Support Staff, and CSRs in order to meet/exceed call center performance expectations and goals


* Supervise, hire, motivate, assign and monitor work, coordinate efforts, train, provide guidance, etc.

of assigned staff and ensure department and company policies, procedures and standards of performance are followed


* Drive personal accountability of staff for individual team results by conducting regular analysis of performance results, documented coaching sessions, performance reviews, and disciplinary actions


* Meet with CSC management to review metrics, quality results, establish goals/targets, address , as well as focus on areas of opportunities and development


* Host regular meetings with direct reports in an open forum to discuss performance results, opportunities, create action plans, and promote teamwork


* Ability to report Key Performance Indicators that represent their Call Center’s overall performance at Business Review meetings to the Executive Team monthly


* Identify additional training opportunities to assist staff in reaching maximum potential


* Conduct performance appraisals annually on each direct report


* Responsible for approval of staff time through payroll system


* Develop/implement promotions/incentives for CSC employees to foster teamwork, morale, and drive performance results


* Meets call center financial objectives by estimating requirements, preparing an annual budget, analyzing variances, and initiating corrective actions to ensure compliance


* Analyze statistical customer service center data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plans


* Proactively inte...