Call Center Manager

About the role

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.

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

Requirements

• 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

Pay

Compensation 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.