Manager Customer Communication Center

Manager Customer Communication Center

 

Location: Westchester County        

Job ID: 94405

Grade: F    

Salary Range: $74,992 - $91,000

Application Deadline: November 15, 2018

Metro-North Railroad reserves the right to remove this posting prior to the Application Deadline.

 

MTA Metro-North Railroad is a dynamic organization, operating out of the jewel of New York City, Grand Central Terminal. We provide service to over 82 million customers annually, traveling in and out of New York and Connecticut. A subsidiary of the Metropolitan Transportation Authority, Metro-North Railroad is the busiest commuter railroad in the nation. MTA Metro-North Railroad strives to provide a safe commute, great service to its customers and rewarding opportunities to its employees.

 

POSITION OBJECTIVE

This position manages the Customer Communication Center (CCC)/Customer Communication Operation; ensures continued improvement in the quality of service delivered to Metro-North Railroad customers by supporting new and creative customer service initiatives as they apply to the delivery of information to customers while adhering to department guidelines.

 

RESPONSIBILITIES

Design, implement and manage a team-based Customer Communications Center (CCC) unit.

Monitor Metro-North Railroad train service to ensure all exceptions to the operating plan are communicated to customers and other Metro-North departments.

Manage the planning and coordinating of information for new technology to improve the delivery of information to our customers.  This would include the development and dissemination of all electronic customer communication using social media (Facebook/Twitter), E-Mail Notifications, Web Advisories, real-time service status, etc.

Manage the Public-Address Console operations and ensure that delays and other exceptions are announced via the station public address system for all stations including Grand Central Terminal and Yankees E. 153rdStreet Game Day Operations

Monitor Metro-North Railroad train service at Yankees E. 153rd Street to ensure that all exceptions to the operating plan are communicated to customers during game days.  Oversee Ticket Selling Operation during game days.

Establish Customer Service standards of communication and coordinate necessary actions with other departments to ensure that these standards are applied company-wide.

Plan and direct staff training (agreement & non-agreement) as needed/required.

Plan and manage the administrative tasks (i.e. periodic reports, payroll, personnel actions and correspondence.

Establish and analyze reports for decision-making and planning.

 

REQUIRED QUALIFICATIONS

Knowledge of Public Address and Visual Information Systems.

In-depth knowledge of PC-based telecommunication technology, e.g. PBX, ACD.

Knowledge of principles and practice of customer services for a public transit service operation.

Excellent interpersonal and front-line employee supervision skills.

Excellent customer service skills.

Ability to creatively view customer service needs, concerns, and execute broad programs to address these issues.

Strong organizational skills with attention to detail.

Strong ability to manage complex projects and work in a fast-paced atmosphere.

Leadership skills with the ability to coordinate various departments and staff to complete projects on time and within budget constraints.

Strong written and verbal communications and presentation skills.

Must be capable of preparing and analyzing data and preparing reports based on the analyses.

Must be proficient in Microsoft Office Suite, (i.e. Access) and/or comparable applications.  Must have an aptitude for computer technology and desire to learn different programs.

Ability to keep current with customer service initiatives.

Ability to be on call 24 hours a day, 7 days a week for emergency situations. 

Ability to work various length shifts on a 24/7 rotating basis, with the possibility for mandated staffing and coverage, emergency call-in and response, and deployment to anywhere within the MNR operating area.  This includes nights, weekends, and holidays in all weather conditions.

Ability to multitask and balance competing priorities efficiently.

Ability to work under stressful situations with large amount of information and competing priorities.

Ability to handle a wide range of projects with a high degree of independence and sound judgment.

 

PREFERRED QUALIFICATIONS

Familiarity with public address systems.

Familiarity with a call center environment.

Familiarity with a unionized working environment.

Familiarity with ticket-selling operations and MTA-Metro-North Railroad Passenger Tariffs.

 

REQUIRED EDUCATION/EXPERIENCE

Bachelor’s Degree in Business Administration, Management, and/or related field.  Demonstrated equivalent experience, education, and/or technical credentials to include four (4) additional years of related experience may be considered in lieu of degree.

Minimum of five (5) years of experience in a customer service and/or telecommunications environment working with PBX or ACD systems and/or comparable systems.

Minimum of two (2) years of experience managing a diverse workforce and/or front-line employees.

 

PREFERRED EDUCATION/EXPERIENCE

Master's Degree in Business Administration, Management, and/or related field.

 

OTHER INFORMATION

This is a safety sensitive position and subject to toxicology testing.

As an employee of Metro-North Railroad you may be required to complete a New York State financial disclosure statement, if you earn more than $95,534.00 or if you hold a position designated as a policy maker.

Effective September 2017, all full-time non-agreement personnel other than those directly involved with the movement of trains or delivery of service, or assigned to other emergency response teams, are required to serve in the Station Terminal Auxiliary Response (STAR) program requiring Terminal coverage for Grand Central Terminal (GCT) from 4:30 PM-7:30 PM one week per year or responding to Station STAR duty during a service disruption, system-wide at various hours including nights and weekends.   This program is designed to improve Metro-North’s ability to provide customer service during emergencies that impact service delivery or other service disruptions that require staff to provide directions and information to MNR customers at GCT or outlying stations. Please note, hours worked during your participation week are subject to change.

 

SELECTION CRITERIA

Due to the competitive nature of the selection process, not all qualified candidates who meet the minimum requirements for the position are guaranteed an interview. To be selected for a position, one must meet the following criteria: (1) satisfy the minimum requirements listed in the job posting, (2) if applicable, successfully pass a written and practical exam, (3) satisfy a background investigation (including but not limited to, employment, education, and criminal history), and (4) pass a verbal interview. Metro-North may also require the applicant to undergo a physical ability test, and, if the Company extends a conditional offer, may require him or her to undergo a medical examination, which may include toxicological testing. Failure to pass any step within the hiring process will result in the disqualification of your application.

Additional Criteria for Current Employees: Current Metro-North employees must be in active service to be eligible for consideration. Agreement Employees applying for a position outside of their present craft are required to have worked in your current union for at least one (1) year preceding the Application Deadline to be eligible to apply for a posted position, and have completed the agreed upon formal training commitment, including on-the-job training or lock-in requirement, if applicable (for example: Signal Trainee, Foreman-In-Training, etc.). If you are transferring to another craft, you may be required to forfeit your seniority in your present union. Non-agreement employees must have worked in your current position for a minimum of one (1) year preceding the Application Deadline. Along with a background investigation (including but not limited to, employment, education, and criminal history), employees are also subject to an internal investigation, which includes an evaluation not limited to discipline records and performance assessments.

 

We offer a competitive salary and a comprehensive benefits package.

 

To apply Online, Please Visit:

http://web.mta.info//mta/employment/ Click on Metro-North Railroad, select “Agree,” then Search by Job Title.

 

MTA Metro-North Railroad is an Equal Opportunity Employer