Operations Manager - Call Center & Contract Oversight

New Jersey Transit Corporation; New Jersey; Sur place; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Health Insurance

401(a) Retirement Plan

401(k) Retirement matching

457(b) Deferred Savings Plan

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

ADA knowledge

Trapeze PASS

Call center management

Vendor management

Staff training

Formation

Bachelor’s Degree in Business Administration or related field

Outils

ACD system

Telephone system

Description du poste

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.