ADA Certification Contact Center Manager

Make a Difference

At MTM Transit, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide.

We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you.

Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future.

Together, we thrive, push our limits, and work as team to help you reach your full potential.

What will your job look like?

The Manager, Contact Center (CC) (also known as Customer Service Manager) is responsible for overseeing the daily operations of a high volume Contact Center (CC) providing expertise and customer service support to primarily Customer Care Representative staff.  The Manager, Contact 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 award of RFP.

Location: MTA Assessments- Baltimore, MD

What you’ll do:


* Provide day to day support for all direct reports


* Provide location Leadership with correspondence, assistance and feedback for departmental strategic planning sessions and for the development of new/revised procedures


* Assist location leadership with compiling department metrics


* Oversee the completion of contract and location required daily, monthly, and quarterly reports


* Manage data by identifying and ensuring compliance with process for changing key data


* Ensure all program contractual requirements are being performed accurately and consistently to ensure ongoing compliance


* Meet Contact Center financial objectives by estimating requirements, preparing an annual budget and analyzing variances


* In collaboration with internal and external partners, ensure effective processes are in place and in line with Corporate processes and goals


* Ensure all required reports and assignments are submitted timely and accurately


* Monitor upcoming workload and recommend course of action necessary to meet demands


* Assist departments in making sure all team members follow MTM’s documented policies


* Analyze statistical Contact Center data, to determine areas of opportunity to prevent Corrective Action Plans


* Oversee the completion of various tasks assigned to Contact Center


* Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork


* Drive accountability on process improvements that are needed to reduce complaints and maximize operational efficiencies


* Oversee team staffing levels and partner with People & Culture to help support recruitment efforts, as needed


* Provide support on special projects, as needed

What you’ll need:

Experience, Education & Certifications:


* High school diploma or G.E.D. 


* 3+ years’ exp...