Call Center Manager (Transit)

What Will Your Job Look Like?

The Manager, Call Center is responsible for overseeing the daily operations of a high volume Call Center (CC) providing expertise and customer service/dispatch support to Members and Beneficiaries in an inbound facility including management of Supervisors, Support Staff, and Customer Experience Agents.

The Manager, Call Center 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 contract.

Location: Springfield, MA

What you’ll do:


* Manage, develop and provide continuous coaching to a team of Supervisors, Support Staff, and Customer Experience Agents 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 Call Center 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 interface with cross-functional personnel on all pertinent business issues which could impact call volume or staffing


* Understand Call Center work processes and continuously review those processes for efficiency and initiate recommendations for process improvement opportunities and efficiencies.  Maintain complete knowledge of system and telecommunications capabilities, associated software applications and Internet access


* Participate in cross functional projects and assignments within MTM...