What are the responsibilities and job description for the Call Center Manager position at Capital District Transportation Authority?
Description
CDTA is seeking a strategic and service-driven Call Center Manager to lead daily operations of its Customer Service Center and ensure a high-quality, customer-focused experience on behalf of the Authority.
This role oversees staff, systems, and performance across a multi-channel environment supporting fixed-route services, FLEX On Demand, STAR paratransit, DRIVE, and other customer-facing programs. The Manager is responsible for optimizing service delivery, leveraging technology, and driving continuous improvement in customer satisfaction, accessibility, and operational efficiency.
Duties and Responsibilities
Grade 616 ($66,669- $82,002)
Benefits
CDTA offers medical, dental and vision coverage along with a pension plan, life insurance coverage and paid time off.
At CDTA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. CDTA believes that diversity and inclusion among our employees is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
CDTA is seeking a strategic and service-driven Call Center Manager to lead daily operations of its Customer Service Center and ensure a high-quality, customer-focused experience on behalf of the Authority.
This role oversees staff, systems, and performance across a multi-channel environment supporting fixed-route services, FLEX On Demand, STAR paratransit, DRIVE, and other customer-facing programs. The Manager is responsible for optimizing service delivery, leveraging technology, and driving continuous improvement in customer satisfaction, accessibility, and operational efficiency.
Duties and Responsibilities
- Lead, coach, and supervise Call Center Team Leader(s) and Customer Service Representatives, ensuring consistent adherence to CDTA policies, service standards, and performance expectations
- Oversee workforce planning, scheduling, and real-time staffing to support fluctuating call volumes
- Serve as the escalation point for complex or sensitive customer issues, ensuring timely and professional resolution
- Oversee staff performance management, including coaching, corrective action, and formal evaluations
- Provide operational oversight of the STAR Debit Program, including billing accuracy, customer communication, and account follow-up
- Support ADA certification processes by coordinating with internal teams and ensuring timely customer communication
- Promote equitable access and compliance with ADA and Title VI requirements across all customer interactions
- Develop, monitor and analyze key performance indicators (KPIs), including call volume, wait times, resolution rates, and customer satisfaction
- Identify trends and implement process improvements to enhance efficiency and service quality
- Support implementation and ongoing optimization of call center systems, CRM tools, scheduling platforms, and mobility applications
- Provide feedback on system enhancements to improve usability for both staff and customers
- Collaborate with Training & Development staff to design and deliver onboarding and ongoing training programs
- Ensure staff are equipped to support all CDTA services, platforms, and customer needs, including individuals with disabilities and limited mobility
- Foster a positive, team-oriented work environment focused on accountability and customer service excellence
- Ensure compliance with CDTA policies, industry regulations, and record retention requirements
- Elevate safety-related concerns and ensure documentation for incident review and follow-up
- Remain on-call during operating hours to ensure continuity of operations
- Bachelor’s degree in Public Administration, Business Administration, or a related field
- Minimum of 5 years of call center or customer operations leadership experience
- Experience in transportation, mobility management, or dispatch/scheduling environments strongly preferred
- Familiarity with ADA compliance, Title VI, and equitable service delivery principles
- Strong analytical skills with experience tracking and improving performance metrics
- Proficiency with Microsoft Office and customer service technology platforms
- Excellent communication, leadership, and conflict resolution skills
Grade 616 ($66,669- $82,002)
Benefits
CDTA offers medical, dental and vision coverage along with a pension plan, life insurance coverage and paid time off.
At CDTA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. CDTA believes that diversity and inclusion among our employees is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.