Operations Center Manager - Call Center & Vendor Oversight

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

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.