Senior Manager, 511/OMNY and New Products Call Center

Position Details Job Title: Senior Manager, 511/OMNY and New Products Call Center Department/Division: Customer Services Supervisor: Director Customer Contact Center NYCT Work Location: 2 Broadway, New York, NY 10004 Hours of Work: 8:00 am - 4:30 pm (7.5 hours/day) or as required Full/Part-Time: Full Salary Range: $119,891 - $149,864 Deadline: Until Filled Telework: Eligible; one day per week. New hires eligible to apply 30 days after effective date of hire. Job Summary Leads and oversees the team responsible for delivering customer services for 511 OMNY and any additional new products for the 511 call center. Also manages regular 511 call center operations when necessary. Ensures that consistent, helpful, accurate, and high-quality communications are provided to NYC bus and subway customers. Provides customers with essential information to guide their subway and bus experience. Responsibilities Direct the operation that responds to in-train chats from customers riding on our subways and buses, as well as the newly created unit handling OMNY-related complaints/chats and inquiries using the Cubic Customer Relationship Management (CRM) system/Intercom or OMNY CRM. Provide executive support for priority OMNY case investigations, responding to senior management requests for special handling of customer complaints, including those received from the Chairman, Chief Customer Officer, and the Office of Inspector General (OIG). Oversee agents handling customer calls related to OMNY transactions, credit and debit inquiries, technical support, and other related matters. Assess the effectiveness of agent calls and communication, recommend and implement improvements. Collaborate with the management of the Computer Information Systems (CIS) and Customer Engagement Team (CET) by providing initial and secondary case routing and monitoring of the Contact Center queue for CET. In conjunction with CIS, administer Genesys and Cassie system testing to ensure a more user-friendly experience. Develop training for OMNY and any additional new product introductions to ensure new employees working in the OMNY call center are properly trained. Provide regular feedback and updates as the product changes or experiences technical issues. Formulate and conduct Train the Trainer sessions to furnish training materials and tools to assist call center supervisors in teaching systems in a friendly and relatable manner. Schedule and provide continued refresher training sessions to representatives and supervisors; also, train new employees in Genesys Cloud, Cassie, Soft Skills, and Chargerback Lost Property when trainers are unavailable. Provide ongoing management of the 511 call center operations, both routinely and as needed. Prepare and deliver operational reports and serve as one of three primary reviewers for annual compliance testing. Cross-train and act as a backup to Metro-North and LIRR call centers when management requires additional assistance. Assist management with reports covering trend analysis, staffing, vacation requests, and weekly assignment updates using a variety of programs, including Power BI, Genesys, and Workforce Management. Organize Quality Assurance training pod schedules, select calls for review, and attend periodic sessions to ensure audio and visual systems are properly functioning. Lead performance reporting to assess the effectiveness of team strategy, protocols, and management. Select, develop, and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review the performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential. Required Knowledge, Skills, and Abilities Must be a team-builder and a flexible, nimble thinker with proven expertise and capacity in a high-volume, fast-paced customer service environment. Must have an in-depth knowledge of and ability to use the Genesys CCaaS platform, Salesforce CRM, also known as Cassie, the OMNY Customer Relationship Management System (CRM), and the MTA Customer Service Point of Sales System (CSPOS), Automatic Travel Information System (ATIS) and all other software being utilized in the Contact Center, primarily though not exclusively. Must have knowledge of New York City network infrastructure, service operations, customer service, and/or communications. Considerable experience working with call center agents, reviewing their calls, and managing their performance. In-depth knowledge of the OMNY project universe, including technical capabilities, challenges, and changes. Excellent communication and interpersonal skills. Excellent organizational and presentation skills. Demonstrated ability to work with all internal levels within the organization. Demonstrated ability to communicate and interact well with external agencies. External agencies may include the Governor’s Office for New York State, New York City government, elected and other public officials, as well as any staff located at other federal or state agencies or authorities. Ability to manage competing priorities. Considerable experience using collaborative communication tools and software. Demonstrated ability to work in a high-profile, high-pressure environment effectively. Demonstrated ability to communicate effectively with key internal and/or external stakeholders. Must have strong managerial skills to effectively direct and train the staff of professional and technical employees in implementing the short- and long-term goals and direction for the area of responsibility. Demonstrated ability to complete short- and long-term projects effectively and as efficiently as possible. Demonstrated analytical capabilities and quantitative skills. Demonstrated proficiency in Microsoft Office Suite or comparable applications (Word, Excel, PowerPoint, and Outlook). Required Education and Experience Bachelor’s Degree in Arts/Sciences (BA/BS) in Business, Transportation, Public Policy, or related field, or H.S. Diploma or General Education Degree (GED). An equivalent combination of education and experience from an accredited college may be considered in lieu of a degree. Minimum 5 years of experience in a Payment Card Industry (PCI) Compliance Contact Center and minimum 3 years in a supervisory or leadership role. Preferred Master’s degree in Arts/Sciences (MA/MS) in a related field. Prior experience working in a large, multi-faceted, fast-paced organization or governmental body. Familiarity with the MTA’s policies and procedures. Familiarity with the MTA’s collective bargaining procedures. Other Information May need to work outside of normal work hours (i.e., evenings and weekends). Travel may be required to other MTA locations or other external sites. According to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”). Equal Employment Opportunity MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply. #J-18808-Ljbffr Metropolitan Transportation Authority (MTA)