Make a Difference

At MTM Transit, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential.

What will your job look like?

The Manager, Contact Center (CC) (also known as Customer Service Manager) is responsible for overseeing the daily operations of a high volume Contact Center (CC) providing expertise and customer service support to primarily Customer Care Representative staff.  The Manager, Contact Center will ensure that production, quality and contract standards are met through monitoring service levels, consumer satisfaction, client satisfaction, and compliance of protocols and procedures. 

This position is contingent upon award of RFP.

Location: MTA Assessments- Baltimore, MD

What you’ll do:

• Provide day to day support for all direct reports
• Provide location Leadership with correspondence, assistance and feedback for departmental strategic planning sessions and for the development of new/revised procedures
• Assist location leadership with compiling department metrics
• Oversee the completion of contract and location required daily, monthly, and quarterly reports
• Manage data by identifying and ensuring compliance with process for changing key data
• Ensure all program contractual requirements are being performed accurately and consistently to ensure ongoing compliance
• Meet Contact Center financial objectives by estimating requirements, preparing an annual budget and analyzing variances
• In collaboration with internal and external partners, ensure effective processes are in place and in line with Corporate processes and goals
• Ensure all required reports and assignments are submitted timely and accurately
• Monitor upcoming workload and recommend course of action necessary to meet demands
• Assist departments in making sure all team members follow MTM’s documented policies
• Analyze statistical Contact Center data, to determine areas of opportunity to prevent Corrective Action Plans
• Oversee the completion of various tasks assigned to Contact Center
• Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork
• Drive accountability on process improvements that are needed to reduce complaints and maximize operational efficiencies
• Oversee team staffing levels and partner with People & Culture to help support recruitment efforts, as needed
• Provide support on special projects, as needed

What you’ll need:

Experience, Education & Certifications:

• High school diploma or G.E.D. 
• 3+ years’ experience providing phone based customer service required
• Experience providing customer service to individuals with disabilities
• Documented experience serving individuals with disabilities required
• Experience in coaching, mentoring and fostering a positive work environment
• Experience communicating in a digital setting with all levels of employees
• Experience with recruiting, hiring and discipline management

Skills:

• Strong leadership, mentoring and coaching skills
• Ability to develop and implement customer service policies and procedures
• Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
• Maintain a strong knowledge of products and services
• Efficiently executes tasks to achieve desired results
• Strong analytical and strategic planning skills
• Strong presentation skills; can speak across various forums and communicate to all levels of employees
• Strong organizational skills
• Ability to motivate and supervise people toward high productivity
• Ability to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policies
• High degree of accuracy, confidentiality, and the ability to work in a fast paced environment
• Ability to multi-task and utilize Contact Center system
• Ability to maintain high level of confidentiality
• Excellent communication skills, including navigating video technology
• Proficient computer skills and in depth knowledge in Microsoft (MS) Outlook, Word, Excel, PowerPoint, customer service software, CRM tools and other databases

Even better if you have...

• 1-2 years previous leadership or supervisory experience preferred
• College degree in a related field preferred
• CPR and First Aid Certification, preferred

What’s in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

Salary Min: $47,920/ annually

Salary Max: $61,320/ annually

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer.  MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law.  If you are in need of accommodations, please contact MTM’s People & Culture.

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