ADA Certification Contact Center Manager

MTM Transit•Baltimore, MD

11d•Onsite

About The Position

At MTM Transit, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential. What will your job look like? The Manager, Contact Center (CC) (also known as Customer Service Manager) is responsible for overseeing the daily operations of a high volume Contact Center (CC) providing expertise and customer service support to primarily Customer Care Representative staff. The Manager, Contact Center will ensure that production, quality and contract standards are met through monitoring service levels, consumer satisfaction, client satisfaction, and compliance of protocols and procedures. This position is contingent upon award of RFP. Location: MTA Assessments- Baltimore, MD

Requirements

High school diploma or G.E.D.
3+ years’ experience providing phone based customer service required
Experience providing customer service to individuals with disabilities
Documented experience serving individuals with disabilities required
Experience in coaching, mentoring and fostering a positive work environment
Experience communicating in a digital setting with all levels of employees
Experience with recruiting, hiring and discipline management
Strong leadership, mentoring and coaching skills
Ability to develop and implement customer service policies and procedures
Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
Maintain a strong knowledge of products and services
Efficiently executes tasks to achieve desired results
Strong analytical and strategic planning skills
Strong presentation skills; can speak across various forums and communicate to all levels of employees
Strong organizational skills
Ability to motivate and supervise people toward high productivity
Ability to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policies
High degree of accuracy, confidentiality, and the ability to work in a fast paced environment
Ability to multi-task and utilize Contact Center system
Ability to maintain high level of confidentiality
Excellent communication skills, including navigating video technology
Proficient computer skills and in depth knowledge in Microsoft (MS) Outlook, Word, Excel, PowerPoint, customer service software, CRM tools and other databases

Nice To Haves

1-2 years previous leadership or supervisory experience preferred
College degree in a related field preferred
CPR and First Aid Certification, preferred

Responsibilities

Provide day to day support for all direct reports
Provide location Leadership with correspondence, assistance and feedback for departmental strategic planning sessions and for the development of new/revised procedures
Assist location leadership with compiling department metrics
Oversee the completion of contract and location required daily, monthly, and quarterly reports
Manage data by identifying and ensuring compliance with process for changing key data
Ensure all program contractual requirements are being performed accurately and consistently to ensure ongoing compliance
Meet Contact Center financial objectives by estimating requirements, preparing an annual budget and analyzing variances
In collaboration with internal and external partners, ensure effective processes are in place and in line with Corporate processes and goals
Ensure all required reports and assignments are submitted timely and accurately
Monitor upcoming workload and recommend course of action necessary to meet demands
Assist departments in making sure all team members follow MTM’s documented policies
Analyze statistical Contact Center data, to determine areas of opportunity to prevent Corrective Action Plans
Oversee the completion of various tasks assigned to Contact Center
Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork
Drive accountability on process improvements that are needed to reduce complaints and maximize operational efficiencies
Oversee team staffing levels and partner with People & Culture to help support recruitment efforts, as needed
Provide support on special projects, as needed