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Senior Call Center Manager (Plano Location)

North Texas Tollway Authority Plano ,TX
  • Posted: over a month ago
  • Full-Time
Job Description
Job Details
Job Title
Senior Call Center Manager (Plano Location)
Job ID
20170963
Location
Plano - Corporate Headquarters
Full/Part Time
Full-Time
Favorite Job
Regular/Temporary
Regular

NORTH TEXAS TOLLWAY AUTHORITY

NTTA is an organization sanctioned by the State of Texas to develop and maintain high-quality roadways in North Texas. We are viewed as a cutting-edge leader in the toll industry nationwide, delivering transportation solutions to almost 3 million clients. As a customer-driven organization, our purpose is to enhance the quality of life for area residents.  We serve a one of the fastest growing regions in the United States, and continue to grow with it to meet increasing transportation needs. NTTA is a vibrant organization with a highly qualified, energized, and engaged team. We are looking for individuals to join this team and help us maintain our place as a respected leader and partner in the regions transportation network.
 

Job Description:

The purpose of this position is to manage the operations, services and programs related to regional and state call center activities.  This is accomplished by monitoring and reviewing calls, requesting feedback, implementing system enhancements, handling escalated calls, communicating system and script changes, and developing relationships with authority partners.  The call center manager is responsible for coaching, mentoring, and developing supervisors and team leads in the contact center.  Other duties include testing system enhancements, setting requirements, serving on committees, and assisting other departments. 

The Senior Call Center Manager will work with the various business groups to drive efficiency into their processes, champion development of tools, and assist with business case justification to add resources where deemed appropriate.  This is accomplished by scheduling and monitoring staff activities, tracking service and customer satisfaction levels, reviewing policies and procedures, and communicating with vendors and outside agencies.  Other duties include providing support to management, conducting tours for visiting agencies and outside personnel, and participating in board and related meetings.

Job Responsibilities:

  • Works closely with the Customer Service Center, Collections, Finance, Government Relations, Information Technology, Internal Audit, Legal, System Incident Management, and Public Affairs business groups.
  • Oversees staff performance and quality related to implementation of processes and effective workflows for Customer Center Operations. 
  • Works with the various business groups to develop performance and quality measurement standards.

  • Develops key performance indicators (KPIs) and goals to meet the objectives of the numerous Customer Center processes. 

  • Develops, monitors, and maintains a reporting system to track/review the effectiveness of Customer Center campaigns and frequently report metrics to senior leadership.

  • Provides effective and timely communication to staff, entities and external customers to resolve issues and foster open and honest communication. 

  • Assists departments with resolution of escalated customer cases and act as liaison between internal and external departments and patrons as necessary. 

  • Fosters teamwork across organizations and schedules monthly meetings to coordinate activities within internal and external departments.

  • Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes is required.

  • Manages staff resources by scheduling requests from staff, scheduling meetings and training, and maintaining reports.

  • Provide analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization.

  • Autonomy to make day to day decisions regarding staffing, schedules, time off requests and Customer Center volumes.

  • Manage team of up to 50 team members across four different Customer Center locations (Chisolm Trail in Ft. Worth, MLP 10 in Irving, DPS location in South Dallas and Glen Eagles in Plano.

Job Requirements:

  • Formal Education: (4) Works requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelors degree or equivalent.
  • Experience: Over five year up to and including seven years.
  • Supervision: Work requires managing and monitoring work performance by directing subordinate supervisors or administrators, including making final decisions on hiring and disciplinary actions, evaluating program/work objectives and effectiveness, and realigning work and staffing assignments, as needed.
  • Human Collaboration Skills: Recommendations regarding policy development and implementation are made and/or recommended.  Evaluates customer satisfaction, develops cooperative associations, and utilizes resources to continuously improve customer satisfaction.
  • Freedom to Act: Receives Limited Direction: The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. The assignment may be reviewed upon completion.  Performance is reviewed periodically.
  • Technical Skills: Skilled:
    Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.
  • Budget Responsibility: Does research for budget documents; and compiles data for computer entry; enters or oversees data entry.  Has responsibility for monitoring budget expenditures (typically non-discretionary expenditures) for a work unit of less than a department size, i.e. program, projects, or small organizational units.
  • Reading: Advanced - Ability to read literature, books, reviews, scientific or technical journals, abstracts, financial reports, and/or legal documents.  Ordinarily, such education is obtained in at the college level or above. However, it may be obtained from experience and self-study.
  • Math: Advanced - Ability to apply fundamental concepts of theories, work with advanced mathematical operations methods, and functions of real and complex variables.  Ordinarily, such education is obtained in at the college level or above. However, it may be obtained from experience and self-study.
  • Writing: Advanced - Ability to write editorials, journals, speeches, manuals, or critiques.  Ordinarily, such education is obtained in at the college level or above. However, it may be obtained from experience and self-study.
  • Certification & Other Requirements: Valid driver's license.

How To Apply

Click Apply. Register or log-in to your account. Complete the application in its entirety, including any questions, and click Submit.
 

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Refer your Family and Friends to apply at https://careers.ntta.org

NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.

 



Company Description
The NTTA is an organization sanctioned by the State of Texas to develop and maintain high-quality roadways in North Texas. NTTA tollways are designed to relieve traffic congestion and get North Texans around the region quickly, easily and safely.

Our deeper purpose is to enhance the quality of life for area residents. With board members from all around North Texas, including Collin, Denton, Dallas, Tarrant and other surrounding counties, the NTTA represents North Texas as a whole in our mission to provide a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.

North Texas Tollway Authority

Why Work Here?

Stability, Great Employees, Health Benefits, Dental Benefits, Vision Benefits, Paid Holidays, Paid Vacation & Retirement Benefits!

The NTTA is an organization sanctioned by the State of Texas to develop and maintain high-quality roadways in North Texas. NTTA tollways are designed to relieve traffic congestion and get North Texans around the region quickly, easily and safely. Our deeper purpose is to enhance the quality of life for area residents. With board members from all around North Texas, including Collin, Denton, Dallas, Tarrant and other surrounding counties, the NTTA represents North Texas as a whole in our mission to provide a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.

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