Manager Operation- Access Link Call Center Vendor Management

New Jersey Transit Corporation; New Jersey; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

401(a) Retirement Plan

401(k) Retirement matching

457(b) Deferred Savings Plan

Job summary

New Jersey Transit Corporation seeks a Manager to assist the director in ensuring the Access Link Contact Center contracts operate in a timely, accurate, and customer-sensitive manner across reservations, service monitoring, event follow-up, and documentation.

You will supervise staff, oversee contract compliance with ADA, manage data analyses, and coordinate RFP processes for contracted providers, with emphasis on performance and quality.

Qualifications

• Bachelor’s Degree in Business Administration or related field from a US Department of Education accredited college or university.

Responsibilities

• Acts as the point person and Project Manager for Operation Center projects, contracts and RFPs.
• Oversees the execution of Operations projects related to the company's operational processes, ensuring they are completed on time, within budget, and to the required quality standards.
• Manages assigned staff and develops staffing requirements. Manages the ongoing quality assurance of all customer interactions within the Operations Center.
• Monitors and manages contracted Operations Call Center Providers to ensure that Service Providers are adhering to all NJ TRANSIT contract requirements and the Federally Mandated Americans with Disabilities Act (ADA).
• Responsible for the analysis of all aspects of call center data and oversees the provision of required operational and statistical data reports.
• Ensures the development and maintenance of policies and procedures for all functions germane to the daily operation of the call center including those that affect customer interaction and the proper use of the PASS system.
• Manages the ACD system and telephone procedures to ensure optimal call routing and efficient customer service in all areas.
• Conducts regular meetings and visits, observes, and reports on actual telephone service and performance by Operations Telephone Service Providers to ensure contract compliance, including audits and follow-ups.
• Assists in coordinating the contracting of Telephone Service Providers, including the development of RFP, analysis, and evaluation of submitted vendor proposals, and contract recommendations.
• Investigates and responds to complaints regarding NJ TRANSIT's (contracted) Paratransit Services.

Skills

ADA knowledge

Trapeze PASS

Call center management

Vendor management

Staff training

Education

Bachelor’s Degree in Business Administration or related field

Tools

ACD system

Telephone system

Job description

Assist the director with ensuring the Access Link Contact Center contracts (telephone and operations)

are functioning in a timely, accurate, and customer-sensitive manner in all areas, including reservations,

service monitoring, event follow-up, and documentation.

Roles and Responsibilities

The specifications outlined are intended to present a descriptive list of the range of duties

performed by employees in this position. The specifications are not intended to reflect all duties

performed within the job.

• Acts as the point person and Project Manager for Operation Center projects, contracts and RFPs.
• Oversees the execution of Operations projects related to the company's operational processes, ensuring they are completed on time, within budget, and to the required quality standards.
• Manages assigned staff and develops staffing requirements. Manages the ongoing quality assurance of all customer interactions within the Operations Center. Identifies areas of improvement in Telephone Service Providers’ performance.
• Monitors and manages contracted Operations Call Center Providers to ensure that Service Providers are adhering to all NJ TRANSIT contract requirements and the Federally Mandated Americans with Disabilities Act (ADA).
• Responsible for the analysis of all aspects of call center data and oversees the provision of required operational and statistical data reports. Recommends procedural changes and improvements, including those which affect customer interaction.
• Ensures the development and maintenance of policies and procedures for all functions germane to the daily operation of the call center including those that affect customer interaction and the proper use of the PASS system. Directs staff training to include periodic refreshers in customer sensitivity, use of Trapeze PASS, its modules and other work-related tools.
• Manages the ACD system and telephone procedures to ensure optimal call routing and efficient customer service in all areas.
• Conducts regular meetings and visits, observes, and reports on actual telephone service and performance by Operations Telephone Service Providers to ensure contract compliance, including audits and follow-ups.
• Assists in coordinating the contracting of Telephone Service Providers, including the development of RFP, analysis, and evaluation of submitted vendor proposals, and contract recommendations.
• Investigates and responds to complaints regarding NJ TRANSIT's (contracted) Paratransit Services.

This Position Supervises:

• Supervisor of Operations Training
• Contract Staff

Education, Experience and Qualifications

• Bachelor’s Degree in Business Administration or related field from a US Department of Education accredited college or university
• Five (5) years or more years of managerial or supervisory experience in transportation and call centers with particular emphasis on contract adherence and compliance.
• One year of closely related experience can be substituted for each year of education required.
• Five (5) years or more of contract oversight, vendor or service provider management in the transportation or paratransit industry.
• Experience in an operational environment between contracted service providers and transit authority
• Extensive experience in paratransit operations and contract experience.

Knowledge and Skills:

• Knowledge of ADA transportation provisions
• Five (5) years managing a computerized call/dispatch center using a telephone system
• Five (5) years of Trapeze PASS experience
• Knowledge of NJ TRANSIT fixed bus routes and fares preferred
• Experience in supervision to include motivation, training and quality assurance
• Strong interpersonal skills, coaching/disciplining and telephone etiquette skills

At NJ Transit, you will enjoy a competitive salary and excellent benefits package:

• Comprehensive Family Health Insurance – Medical, Prescription, Dental, Vision
• 401(a) - Retirement plan with a 6% employer contribution
• 401(k) - Retirement saving plan with up to an 3% company match
• 457(b) - Deferred Savings Plan

NJ TRANSIT is an Equal Opportunity Employer

Learn more about NJ TRANSIT! Sign up to receive an invitation to our next live information session at WWW.NJTRANSIT.COM/BEST