Hybrid Customer Support Center Manager

Metropolitan Council; Minneapolis (MN); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Metropolitan Council in Minneapolis–Saint Paul area seeks a Manager, Customer Support Center to lead operations for the Customer Experience department. You will develop processes for issue resolution, trip planning, and feedback documentation, and align goals with agency priorities.

The role requires strategic planning, stakeholder collaboration, and ensuring high customer satisfaction. It offers a hybrid work arrangement with a focus on staff development and project leadership.

Qualifications

• Requires experience in contact center operations, customer service, project management, or related fields.
• Education in communications, business administration, planning, or related field is accepted.
• Leadership/supervisory experience or training substituting for lead experience may be required for internal candidates.

Responsibilities

• Lead operations of the Customer Support Center.
• Develop and maintain performance standards aligned with department goals.
• Ensure compliance with Council policies and procedures.
• Develop and implement strategies, roadmaps, and plans for the Center.
• Manage high-priority Center projects.
• Collaborate with stakeholders across Metro Transit.
• Foster an inclusive workplace culture.

Skills

Strategic planning

Project management

Data analysis

Microsoft Office

Communication

Team-building

Performance management

Staff development

Education

High school diploma/GED

Associate degree

Bachelor’s degree or higher

Job description

Metropolitan Council in Minneapolis–Saint Paul area seeks a Manager, Customer Support Center to lead operations for the Customer Experience department. You will develop processes for issue resolution, trip planning, and feedback documentation, and align goals with agency priorities.

The role requires strategic planning, stakeholder collaboration, and ensuring high customer satisfaction. It offers a hybrid work arrangement with a focus on staff development and project leadership.