Manager Customer Complaint & Resolution

Basic Function

Manages the activities of the customer contact center with emphasis on the provision of quality customer service. Works within a call center environment in a fast-paced, open floor environment and manages a team of call center representatives who are responsible for answering customers calls, text messages and documenting customer comments, commendations, and complaints. Oversees the management of Public Comment processes throughout the authority to effectively categorize, route, resolve and prioritize complaints. Responsible for managing the performance of the team, through coaching, mentoring and continuous improvement-based methods to ensure optimal quality of service, timely comment closure and customer resolutions. Maintain and enhance customer relationships and ensure organizational, operational, and departmental objectives are met. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Provides primary managerial direction and performs personnel administrative functions of direct report staff (e.g., training, supervising, work assignments, timesheets, performance evaluations, etc.) for the purpose of maintaining necessary staffing, enhancing productivity of staff, and ensuring necessary department outcomes are achieved.
• Manages the daily operations of the call center ensuring resources are allocated accordingly. 
• Manages complex, high risk and/or high profile/media complaints escalations and CEO complaints as required.
• Supports decisions based on evaluated customer circumstance, inconvenience, and distress, ensuring decision is balanced to achieve an appropriate / proportionate resolution from various potential options.
• Manages multiple relationships with internal and external stakeholders at all levels. 
• Oversees the management of Public Comment processes throughout the authority to effectively categorize, route, and prioritize and resolve complaints.
• Collaborates with other Managers within the call center to manage cross-functions and other duties within the call center to meet objectives. 
• Conducts appropriate Quality Assurance activity which could include, but not limited to; call and written correspondence monitoring, process and procedure adherence and customer outcome audits, to ensure the team meets or exceed quality standards.
• Develops monthly, quarterly, and annual call center goals and action plans. 
• Analyzes call center data and prepares reports.
• Manages high volume workloads and prioritizes accordingly and as requested.
• Actively participates and contributes to recruitment efforts. 
• Conduct bi-monthly Operations and/or responder meetings to ensure compliance with patron complaints, commendations, and comments agency-wide. 
• Attends and prepares the monthly Board Speaker Follow-up Letter which addressed patron complaints to the Board and the distribution and resolution required by the Board Liaison’s office.
• Responsible for partnering with other departments and training of other METRO personnel on proper public response procedures within METRO’s public comment system.
• Manages development, implementation, and maintenance of automated systems for processing all public comments, answering, and responding to customer online complaints & social media requests.  
• Responsible for the sustainability and success of projects and systems to be in place for effective support to METRO’s customer resolutions team needs for METRO customers.  
• Leads meetings and presentations as needed.
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Education Requirement

High school diploma or GED required. Bachelor’s degree in Communications, Marketing, Business Administration or related fields preferred.

Years & Experience Required

Minimum five (5) years of progressive experience in Customer Service/Call Center and three (3) years of supervisory/management level experience. Experience with Customer Relationship Management systems is strongly preferred.

Knowledge & Skills Required

Excellent communication skills (written and verbal). Ability to work effectively in a rapidly changing environment. Must be able to work with time-sensitive information and maintain confidentiality. Strong computer skills utilizing Microsoft Word, Excel, and other software applications. Strong interpersonal skills are esse