Operations Manager for Customer Services Center

3 weeks ago


Atlanta, Georgia, United States Metropolitan Atlanta Rapid Transit Authority Full time
Job Description:

 

Role Summary:

 

The Operations Manager for Customer Services Center is responsible for leading the daily operations of the center, ensuring that our customers receive exceptional service. This includes supervising and coaching customer service representatives, developing and implementing operating procedures, analyzing data and reports, and assisting in the development and implementation of new programs and services.

 

Key Responsibilities:

 

  • Manage and direct the work of customer service representatives to ensure they meet performance expectations and provide excellent service to our customers.
  • Develop and implement operating procedures to ensure efficient and effective delivery of services, including managing Breeze Card accounts and identifying fare media and equipment fraud.
  • Collaborate with other departments to identify opportunities for process improvements and implement changes to enhance customer satisfaction.
  • Monitor and analyze data and reports to identify trends and areas for improvement, and make recommendations to management.

 

Requirements:

 

To be successful in this role, you will need:

 

  • A Bachelor's degree in Business Administration or related field, plus four years of administrative and/or customer service-related experience.
  • Excellent leadership and communication skills, with the ability to coach and develop others.
  • Familiarity with call center operations and technical aspects of a call center environment, including software and equipment.

 

Benefits:

 

We offer a competitive salary range of $51,516-$77,274, as well as a comprehensive benefits package including medical, dental, and vision insurance, retirement savings plan, and paid time off.

 



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