Assistant Manager Inbound-Remote

Experience 23 Years

Education Qualification : Graduate/ Under Graduate

Must be residing in US only.

OB TITLE: Assistant Manager Customer Contact Center

SALARY RANGE: $77000 $87600

DEPT/DIV: Customer Service

SUPERVISOR: Manager Customer Contact Center

LOCATION: Remote

HOURS OF WORK: 2:00pm 10:00pm (8 hour/day)

SUMMARY:

Supervise the customer service representatives in the Customer Contact Center. Organize and disseminate information to MetroNorth customers by supporting new and creative customer service initiatives as they apply to delivery of information to customers while adhering to department guidelines.

RESPONSIBILITIES:

• Select develop and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling.
• Responsible for discipline/termination of employees when necessary. Review performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
• Supervise and coach the Customer Service Representatives to ascertain that customer calls are being answered promptly accurately and with courtesy.
• Assist with the daily customer service inquires received by the reps in the call center including but not limited to schedules fares mobile ticketing MNR Cares Comments Complaints and group travel.
• Monitor conversations and respond to comments on social posts providing outstanding customer service.
• Responsible to develop and administer training on new initiatives Systems policies and procedures to staff. Also create check for understanding to ensure quality assurance with training modules.
• If needed aid in administration for training LIRR Call Center Staff.
• Perform administrative tasks: payroll ordering supplies inventory control reports etc.
• Make sure the call center is equipped with up to date and correct materials regarding service information promotions etc. In addition responsible to check the integrity of call center systems and report any identified defects.
• When necessary aide in the supervision of the PA console operations and ensure that delays and other exceptions are announced via the station public address system.
• Position requires incumbent to be on call 24 hours / 7 days a week. Must be able to rotate work schedule when needed.
• When necessary provide supervisory assistance or perform other tasks as directed to LIRR Call Center.
• Other duties as assigned.

QUALIFICATIONS:

• Excellent customer service skills and aptitude are imperative.
• Excellent interpersonal and frontline employee supervision/coaching/teambuilding skills. 1 to 2 years practical experience in training employees oneonone.
• Strong organizational skills acquired through previous work experience (1 to 2 years) or courses in time management organizational development etc.
• Ability to manage complex projects. Demonstrate good planning research and development skills. Ability to coordinate various departments and staff to complete projects on time and within budget.
• Must be capable of preparing and analyzing data and preparing reports.
• Familiarity with microcomputer systems.
• Must be familiar with the MS Office Suite including Excel Word with strong knowledge of Microsoft Access and/or comparable applications.
• Ability to learn new technologies in the communications/information systems field such as interactive voice response and other digital voice solutions.
• Ability to work under stressful situations including large amounts of information and competing priorities.
• May need to work outside of normal work hours (i.e. evenings and weekends providing 24/7 coverage)

EDUCATION AND EXPERIENCE:

REQUIRED:

• Associate degree in Business or related field. Demonstrated equivalent combination of experience education and/or technical credentials to include four (4) additional years of related experience may be considered in lieu of degree.
• Minimum of three (3) years of experience in a Customer Servicerelated position preferably in a Transportation environment.
• Minimum of one (1) year of experience managing a diverse workforce which includes training employees.