Mta Communications Jobs (NOW HIRING)

POSITON SUMMARY: 

In this role, you will be responsible for monitoring intake queues, agent telephone calls, and attending in-person Outreach customer-centered events. You are expected to have strong verbal, written, and interpersonal skills, a positive attitude, and an eagerness to take on new challenges, and a commitment to your role in ensuring the continuous improvement of the public transportation network on which NYC depends. The desk supervisor works in the New York City Transit Customer Contact Center, which handles more than 1 million calls annually regarding transit travel, reduced fare, commendations, complaints, OMNY and MetroCard information via 511 telephone and Chat channels. The Call Center Analyst is the unit's quality control coordinator, responsible for collecting test call data from contact center supervisors and preparing management reports analyzing test calls for quality and customer courtesy. 

RESPONSIBILITIES: 

As a supervisor lead you will provide support to Management, work collaboratively with other teams/departments to assist in projects, troubleshoot issues, foreground concerns, help identify root causes and find sustainable solutions. You must be able to work a flexible schedule. The Contact Center operates 7 days a week and hours can extend to a 24-hour period at the behest of leadership. Flexibility and prioritization skills are key characteristics in fulfilling the role. You will also be responsible for analyzing customer data collected through multiple channels and using database tools to develop sophisticated reports and dashboards on customer feedback to identify trends, detect problems, check on SLAs and KPls, monitor case queues, and help guide policy. You will be expected to adhere to established CRM quality control protocols to maintain and enhance data integrity. In this role you will also be called upon to attend meetings with senior level executives, at the discretion and direction of department management. In addition, you may be asked to help organize and participate in outreach events such as TransitTalks & Fair Fares events held at subway stations where customers have an opportunity to meet face-to-face with NYC Transit leadership. You may also be called upon to devote a portion of your work week to providing support to the Senior Director of Customer Services on day-to-day organizational tasks as well as time sensitive projects. The position may also include other duties, as assigned. 

EDUCATION AND EXPERIENCE: 

1. A bachelor’s degree from an accredited college and two (2) years of satisfactory, full-time experience in a customer service or public information capacity; or  

2. An associate degree from an accredited college and three (3) years of satisfactory, full-time experience in a customer service or public information capacity; or 

3. A four-year high school diploma or its educational equivalent and four (4) years of satisfactory, full-time experience in a customer service or public information capacity; or 

4. Education and/or experience equivalent to "1", "2", or "3" above. 

Special Note: 

To be eligible for placement in Assignment Level II, individuals must have, after meeting the minimum requirements, one additional year of professional experience as described in "2" above. 

DESIRED SKILLS: 

• Experience with Salesforce or similar CRM products familiarization. Exceptional analytical skills, attention to detail and deadlines. 

• Strong verbal, written, research and interpersonal communication skills. 

• Sound judgment and excellent work ethic. 

• Highly organized and able to deftly manage multiple projects at the same time. Knowledge of automated systems to monitor agent performance and SLA's. 

• Strong customer service and communications background. Knowledge of MTA subway and bus service. 

• Experience using social media in a business or professional work environment. Highly organized and able to deftly manage multiple projects at the same time. 

• Ability to multi-task several projects and deliver favorable results under pressure. Recognized problem-solving skills to analyze performance data and develop strategies to achieve operational goals. 

• Aptitude towards learning and mastering multiple inter-agency systems and applications. 

• Proven skills in Microsoft Office Suite, mainly Excel and Access, for generating reports.