Title

Call Center Manager 


Category Marketing  

Description

 

About Citi Bike:

Bicycle sharing is a sustainable, healthy, and community-based transport option that enhances urban livability and mobility. Citi Bike, New York City’s bicycle sharing system, operates up to 10,000 bikes and 600 stations in Manhattan and Brooklyn.

Overview of Position:

New York City Bike Share is seeking experienced Call Center Managers to be responsible for all customer service activities related to launch and managing the Call Centre for New York City Bike Share on an ongoing basis. You’ll be part of a ground breaking team that focuses on establishing and assisting with the management of a call center that will respond to customer issues.  The Call Center team will work with the City of New York to develop and implement policies and procedures for all customer service related concerns.  This position reports to the Customer Service Director.

Key Aspects of Position:

  • To create a customer centric, performance driven environment with a single focus: creating positive customer interactions 100% of the time.
  • Help in the selection process (hiring), training, and managing of all front-line call center agents.
  • Provide team development and continuity between all shifts for this 24/7, 365 day call center operation.
  • Ensuring that all call center metrics are met.
  • Help create a culture of adherence to customer service protocols, organizational/departmental policies and guidelines.
  • Assist in the departmental reporting roll-up for all customer service measurements, standards, and call-center metrics.
  • Work closely with other department managers to create inter-departmental cooperation and improve the quality of performance for the Customer Service Department.
 

Position Requirements

 

Required Skills and Experience:

  • A minimum of 4-5 years of Customer Service Management experience in a call center environment.
  • Proficiency in call-center technology.
  • Proficiency in commonly used Call Center Ticketing software.
  • Proficiency in Excel, Word, Microsoft Project, Google Applications and the ability to learn new software.
  • Proficiency in call-center workforce scheduling software, and other schedule-adherence tools.
  • Excellent organization, written and verbal communication skills; ability to meet deadlines.
  • Problem solver with experience in conflict resolution.
  • An Ideal candidate will need to be able to analyze call center metrics and trends via ACD/IVR systems.
  • Must have knowledge of contact center technology and how to efficiently use the electronic queuing system and equipment such as: Avaya, Cention, Cisco, Aspects Shoretel or similar.
  • Availability to work different shifts and/or weekends, based on the needs of the call-center.
  • Job may require hours that exceed 8 hours per day and/or 40 hours per week.

Preferred Skills and Experience:

  • Bachelor’s Degree is a plus.
  • Bilingual candidates are encouraged to apply.

 

Note: The above description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.  All personnel may be required to perform duties outside of their normal responsibilities due to the nature of work performed to accomplish New York City Bike Share’s Mission.

New York City Bike Share is proud to be an equal opportunity/ affirmative action employer.

 

 

Full-Time/Part-Time Full-Time and/or Part-Time  

Salary  

Close Date  

Exempt/Non-Exempt Exempt  

Open Date 6/6/2013  

Location NYC Bike Share  


This position is currently not accepting applications.

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