Manager, Customer Support Center

Metropolitan Council•Minneapolis, MN

16h•Hybrid

About The Position

The Manager, Customer Support Center position leads contact center operations for the Customer Experience department. This position develops and oversees business processes and procedures to enable effective customer issue resolution, trip planning, and feedback documentation. This role involves planning and delegating work effectively, fostering staff development, overseeing high-priority projects, and creating effective performance measures to ensure the highest levels of customer satisfaction. They effectively bridge the gap between customers and Metro Transit by ensuring customer feedback is documented and available to improve processes and the customer experience. They are also responsible for strategic planning and roadmap development for the Customer Support Center and work to align goals and priorities with larger department and agency goals. This position is eligible for a hybrid (remote and in-office) telework arrangement. Candidate's permanent residence must be in Minnesota or Wisconsin.

Requirements

Any of the following combinations of experience in a Contact Center environment, customer service, project management, change management, data/systems, or operations and completed education in communications, business administration, planning or a related field :
A high school diploma/GED with ten (10) years of experience, including three (3) years of management, supervisory, or lead experience.
An associate degree with eight (8) years of experience, including three (3) years of management, supervisory, or lead experience.
A bachelor’s degree or higher with six (6) years of experience, including three (3) years of management, supervisory, or lead experience.
Metropolitan Council Employees Only: Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.
Metro Transit Leadership Academy = 1 year
Project Management Development Program (12-month session) = 1 year
Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience.
Leading Self-Personal Effectiveness Certificate
Leading Self-Communication Certificate
Leading Self-Business Skills Certificate
Leading Others-Preparing for Supervisor Certificate

Nice To Haves

Ability to think strategically and develop strategic planning documents.
Skilled communicator across a variety of channels and a range of audiences.
Knowledge of Project Management methodologies and practices.
Skills in performance management.
Ability to set performance measurements and metrics.
Experience promoting an equitable, positive, respectful work environment that values diversity among all employees.

Responsibilities

Effectively manage and lead the operations of the Customer Support Center.
Develop and maintain performance standards and ensure alignment with Customer Experience department and agency goals.
Ensure compliance with Council policies and procedures.
Develop and implement strategies, roadmap, and strategic plan for the Customer Support Center.
Manage high-priority Customer Support Center projects.
Collaborate and engage stakeholders across Metro Transit.
Create and maintain inclusive workplace culture.