Transit Call Center Manager - Customer Experience & Ops

Capital District Transportation Authority-CDTA; West Albany (NY); On-site; USD 67,000 - 82,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Pension plan

Life insurance

Paid time off

Job summary

Capital District Transportation Authority (CDTA) is seeking a strategic Call Center Manager to lead the Customer Service Center, optimizing multi-channel service delivery for fixed-route, FLEX On Demand, STAR paratransit, and other programs.

The role oversees staff, systems, and performance, driving continuous improvement in customer satisfaction, accessibility, and efficiency while ensuring ADA and Title VI compliance and a positive, team-oriented work environment.

Qualifications

• Bachelor’s degree in Public Administration, Business Administration, or a related field is required.
• 5+ years of call center or customer operations leadership experience.
• Experience in transportation, mobility management, or dispatch/scheduling environments preferred.
• Familiarity with ADA compliance, Title VI, and equitable service delivery principles.
• Strong analytical skills with experience tracking and improving performance metrics.

Responsibilities

• Lead, coach, and supervise Call Center Team Leader(s) and Customer Service Representatives.
• Oversee workforce planning, scheduling, and real-time staffing to handle fluctuating call volumes.
• Serve as escalation point for complex or sensitive customer issues and resolve them professionally.
• Oversee staff performance management, including coaching, corrective action, and evaluations.
• Provide operational oversight of programs such as STAR Debit, including billing accuracy and follow-up.

Skills

Leadership

Call center operations

Staff coaching

Analytics

Communication

Education

Bachelor's degree in Public Administration/Business Administration or related field

Tools

Microsoft Office

CRM software

Job description

Capital District Transportation Authority (CDTA) is seeking a strategic Call Center Manager to lead the Customer Service Center, optimizing multi-channel service delivery for fixed-route, FLEX On Demand, STAR paratransit, and other programs.

The role oversees staff, systems, and performance, driving continuous improvement in customer satisfaction, accessibility, and efficiency while ensuring ADA and Title VI compliance and a positive, team-oriented work environment.