Manager Operation- Access Link Call Center Vendor Management

NJ TRANSIT; Newark (NJ); Presencial; USD 52.000 - 102.000; Jornada completa

Descripción de la vacante

NJ TRANSIT in Newark, NJ is seeking a Manager of Operation for the Access Link Call Center Vendor Management to ensure contract and operations excellence. You will oversee projects, coordinate vendor performance, and lead a team across reservations, service monitoring, and reporting.

The role emphasizes contract adherence, ADA compliance, data analysis, and staff development within a 24/7 call center environment in a transit context.

Formación

• Bachelor’s Degree in Business Administration or related field from a US-accredited college or university
• Five (5) years or more years of managerial or supervisory experience in transportation and call centers with 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 transportation or paratransit industry
• Experience in an operational environment between contracted service providers and transit authority
• Extensive experience in paratransit operations and contract experience

Responsabilidades

• Act 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 ongoing QA of all customer interactions within the Operations Center
• Monitors and manages contracted Operations Call Center Providers to ensure ADA compliance
• Analyzes call center data and oversees provision of operational and statistical reports
• Develops and maintains policies for daily call center operations and trains staff on Pass system and tools
• Manages the ACD system and telephone procedures for optimal call routing
• Conducts regular meetings/visits to ensure contract compliance and performance
• Assists in contracting of Telephone Service Providers, including RFP development and vendor evaluation
• Investigates and responds to complaints regarding Paratransit Services

Conocimientos

ADA knowledge

Trapeze PASS

Call center management

Vendor management

Customer service coaching

Interpersonal skills

Educación

Bachelor’s Degree in Business Administration or related field

Herramientas

ACD system

Telephone system

Descripción del empleo

Manager Operation- Access Link Call Center Vendor Management

Newark, NJ, United States

Job Description

Summary

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.

• Act 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

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

Working Environment

• Provides 24-hour, 7 day a week on call response to service emergencies in a call center environment.

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

• Comprehensive Family Health Insurance – Medical, Prescription, Dental, Vision
• Pre-Tax Commuter Benefits Plan
• 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

Salary Range: $52,000-$102,000

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

Job Info

• Job Identification 120890
• Job Schedule Full time
• Locations Newark, NJ, United States
• Internal Job Display this job to both to employees as well as to external candidates.