Senior Director Customer Service Center Environment

Company: New York Transit Museum
Location: New York
Posted on: May 28, 2023

Job Description:

Senior Director Customer Service Center Environment Job ID: 1321 Business Unit: Bridges and Tunnels Location: New York, NY, United States Regular/Temporary: Department: ITS & Tolling/Tolling - Ops Date Posted: May 12, 2023 Description JOB INFORMATION Resume Due Date: May 26, 2023 Functional Job Title: Senior Director , Customer Service Center Environment Department/Division: ITS & Tolling/Tolling Operations Work Location: 2 Broadway This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire. COMPENSATION Earnings Potential: $ 121,479 - $ 1 59 , 441 Hay Points: 994 Overtime Eligibility: Not eligible for paid overtime in accordance with FLSA RESPONSIBILITIES The primary purpose of this position is to support MTA B&T's E-ZPass and Tolls by Mail programs by managing all aspects of B&T's New York E-ZPass Customer Service Center Environment, including the oversight of multiple vendors' performance regarding customer service quality, and the system controls over toll processing, image review, and transponder distribution This position includes the oversight of toll violation processing, Department of Motor Vehicle (DMV) toll enforcement programs, and the preparation of evidential packages for civil litigations of toll violators. All activities serve to ensure that high-level customer service is delivered to B&T customers, the safeguarding of customer information, and the adherence to B&T's business rules and the protection of agency revenue assets The incumbent will report to the Assistant Vice President (AVP), Tolling Operations and Customer Service Contracts, and work closely with the other E-ZPass program agency partners (New York State Thruway, and Port Authority of New York and New Jersey) to ensure that the New York E-ZPass Customer Service Center environment is managed to ensure high-quality customer servic . The incumbent will also manage a team of 17 or more B&T staff members. Specific tasks include but are not limited to the following: --- Program management of the multiple contracts which direct vendor operations for MTA B&T's New York E-ZPass Customer Service Environment --- Primary point of contact and coordination with B&T's partner New York toll agencies to jointly oversee the management of the New York E-ZPass Customer Service Center (CSC) operation and staffing --- Oversee the E-ZPass and Tolls by Mail programs' customer account management system and license plate video imaging services --- Oversee transponder (E-ZPass tag) inventory and distribution --- Coordinate with Customer Service Environment subject matter experts (vendors, DMV, collection agencies, legal counsel) to support the recovery of uncollected tolls and violation fees --- Develop and oversee the implementation of special customer service programs and services, including resident discount programs, enhanced web and smartphone technology for improved customer interface, as well as ACH/credit and third-party toll replenishment services to augment customer payment options --- Manage the handling of escalated service issues --- Review and approve monthly contractor invoicing and performance --- Oversee monitoring and reporting functions critical to back-office operations and production --- Manage a large staff to ensure that customer service quality and contractor deliverables are achieved QUALIFICATIONS B achelor's Degree and 12 years' experience or Master's degree and 10 years' management experience in the tolling industry: transaction processing, account management, and customer service call center administration. Minimum six (6) years managerial or supervisory experience Ability to plan, coordinate and manage complex operational processes Experience in managing a large customer service center Experience in managing a transponder and image based electronic tolling back-office business function Ability to interact with other government agencies to coordinate activities and functions Ability to lead and manage both direct and indirect staff members Ability to analyze and evaluate reports/metrics Knowledge of financial reporting systems PREFERRED Five ( 5 ) years contract management of services exceeding $1 million annually Four ( 4 ) years project management of a large-scale operation or vendor Knowledge of B&T's Open Road Tolling (ORT) and E-ZPass policies and procedures Knowledge of B&T's lane operations and interface with the vendors' back-office systems Knowledge of the tolling industry's most current technologies and back-office system operations OTHER INFORMATION MTA Bridges and Tunnels is governed by the Civil Service Rules and Regulations administered by the Department of Citywide Administrative Services (DCAS). Also, as an employee of MTA Bridges & Tunnels, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $10 8 , 638 .00 (this figure is subject to change) per year or if the position is designated as a policymaker. HOW TO APPLY MTA employees must apply via My MTA Portal . You can submit an online application by logging into My MTA Portal, clicking the My Job Search ribbon, and selecting the "Careers" link. Logging in through My MTA Portal will link your BSC ID number to your job application to identify you as an internal applicant. EQUAL EMPLOYMENT OPPORTUNITY MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.

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