Manager, Customer Support Ctr

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

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and provides ridership through an integrated network of buses, light rail and commuter trains, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

The Manager, Customer Support Center position leads contact center operations for the Customer Experience department. This position develops and oversees business processes and procedures to enable effective customer issue resolution, trip planning, and feedback documentation. This role involves planning and delegating work effectively, fostering staff development, overseeing high-priority projects, and creating effective performance measures to ensure the highest levels of customer satisfaction. They effectively bridge the gap between customers and Metro Transit by ensuring customer feedback is documented and available to improve processes and customer experience. They are also responsible for strategic planning and roadmap development for the Customer Support Center and work to align goals and priorities with larger department and agency goals.

This position is eligible for a hybrid (remote and in-office) telework arrangement. Candidate's permanent residence must be in Minnesota or Wisconsin.

• Effectively manage and lead the operations of the Customer Support Center.
• Develop and maintain performance standards and ensure alignment with Customer Experience department and agency goals.
• Ensure compliance with Council policies and procedures.
• Develop and implement strategies, roadmap, and strategic plan for the Customer Support Center.
• Manage high-priority Customer Support Center projects.
• Collaborate and engage stakeholders across Metro Transit.
• Create and maintain inclusive workplace culture.

Any of the following combinations of experience in a Contact Center environment, customer service, project management, change management, data/systems, or operations and completed education in communications, business administration, planning or a related field:

• A high school diploma/GED with ten (10) years of experience, including three (3) years of management, supervisory, or lead experience.
• An associate degree with eight (8) years of experience, including three (3) years of management, supervisory, or lead experience.
• A bachelor’s degree or higher with six (6) years of experience, including three (3) years of management, supervisory, or lead experience.

Metropolitan Council Employees Only: Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.

• Leading Self-Personal Effectiveness Certificate
• Leading Self-Communication Certificate
• Leading Self-Business Skills Certificate
• Leading Others-Preparing for Supervisor Certificate

What additional skills and experience would be helpful in this job (desired qualifications):

• Ability to think strategically and develop strategic planning documents.
• Skilled communicator across a variety of channels and a range of audiences.
• Knowledge of Project Management methodologies and practices.
• Skills in performance management. Ability to set performance measurements and metrics.
• Experience promoting an equitable, positive, respectful work environment that values diversity among all employees.

What knowledge, skills and abilities you should have within the first six months on the job:

• Knowledge of effective communication processes and practices
• Knowledge of regional transit system
• Knowledge of transit Information tools, systems, and activities.
• Knowledge of process improvement methodology
• Knowledge of project Management methodology
• Skills in data analysis
• Skills in Microsoft office suite
• Skills in ability to manage more than one task at a time and prioritize workload.
• Skills in effective written and verbal communication
• Skills in team building
• Skills in performance management
• Ability to effectively communicate with front-line employees and senior leadership
• Ability to prepare and manage projects
• Ability to think strategically and develop strategic plan
• Ability to monitor and evaluate performance of staff, systems, and data
• Ability to coach and evaluate staff performance

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits and a good work/life balance.

More about why you should join us!

Union/Grade: Transit Managers & Supervisors Association (TMSA)/ Grade J
FLSA Status: Exempt
Safety Sensitive: No

What your work environment would be:
Work is performed in a standard office setting with periodic travel to other work sites.

What steps the recruitment process involves:

1. We review your minimum qualifications.
2. We rate your education and experience.
3. We conduct a structured panel interview.
4. We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a background check which verifies education, employment, and criminal history. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor, and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a background check which verifies education and employment if not verified previously. If the job you're applying for is safety-sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards, you must pass a criminal background check. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor, and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration. The Metropolitan Council is an Equal Opportunity, Affimative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply. If you have a disability that requires accommodation during the selection process, please email [e-mail].