Strategic Call Center Manager - Customer Experience Leader

Capital District Transportation Authority; City of Albany (NY); On-site; USD 66,669 - 82,002; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Pension plan

Life insurance

Paid time off

Job summary

The Capital District Transportation Authority is looking for a strategic Call Center Manager to oversee its Customer Service Center operations. This position is critical in ensuring a customer-centered experience and optimizing service delivery across various platforms, including fixed-route services and paratransit programs.

The ideal candidate must have a Bachelor’s degree in Public Administration or Business Administration and a minimum of 5 years of leadership experience in a call center environment. The role offers competitive compensation and benefits including medical and dental coverage.

Qualifications

• Minimum of 5 years of call center or customer operations leadership experience.
• Experience in transportation or mobility management preferred.
• Familiarity with ADA compliance and equitable service delivery principles.

Responsibilities

• Lead and supervise Call Center Team Leaders and Representatives.
• Oversee workforce planning, scheduling, and staffing.
• Serve as escalation point for complex customer issues.
• Develop and analyze key performance indicators for service delivery.

Skills

Analytical skills

Leadership

Conflict resolution

Customer service technology platforms

Proficiency with Microsoft Office

Education

Bachelor’s degree in Public Administration or Business Administration

Job description

The Capital District Transportation Authority is looking for a strategic Call Center Manager to oversee its Customer Service Center operations. This position is critical in ensuring a customer-centered experience and optimizing service delivery across various platforms, including fixed-route services and paratransit programs.

The ideal candidate must have a Bachelor’s degree in Public Administration or Business Administration and a minimum of 5 years of leadership experience in a call center environment. The role offers competitive compensation and benefits including medical and dental coverage.