Metropolitan Council of the Twin Cities
Assistant Manager, Transit Information Center Operations
Metropolitan Council of the Twin Cities, Minneapolis, Minnesota, United States, 55400
Assistant Manager, Transit Information Center Operations
– Metropolitan Council of the Twin Cities
Join to apply for this role. We plan 30 years ahead and provide regional transportation, wastewater, and housing services. We are committed to supporting a diverse workforce that reflects the communities we serve.
Metropolitan Council of the Twin Cities provided pay range This range is provided by Metropolitan Council of the Twin Cities. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $86,632.00/yr - $140,608.00/yr
About the role The Assistant Manager – Transit Information Center Operations is an exciting position that supports delivery of the highest level of customer service by managing, evaluating, and improving the Transit Information Center operations and staff. This position reports to the Manager, Transit Information Center Operations and directs the work of Supervisors and Lead positions to ensure that contact center staff have the tools, information, and resources needed to perform their roles exceptionally.
Responsibilities
Plans, assigns work, establishes priorities, monitors progress and evaluates staff performance of the Transit Information Center
Manage and evaluate performance of Transit Information Supervisory staff and Transit Information Center Leads
Coordinate department training program and support personal development plans for staff
Support Manager, Transit Information Center Operations in development of Transit Information Center work plan and priorities
Manage TIC resources in support of existing functions in the department
Develop and manage program to strengthen departmental culture and promote on-going development
Analyze data to ensure performance goals are met and continuously improved upon
Sets and maintains performance standards and ensures compliance with Council policies and procedures
Coordinate department documentation and disciplinary action
Act as the department disability manager
Determine, implement and maintain performance standards and expectations
Ensure compliance with Metropolitan Council leave policies and procedures
Maintain department policies and procedures in line with Council guidance and union contracts
Manage and prioritize data quality and rider feedback initiatives within Transit Information department
Coordinate system operations and provide trip planner, phone system etc. technical support
Coordinates with key stakeholders to ensure accurate information is distributed to the various downstream applications
Analyze stop and schedule data and lead issue identification and resolution efforts
Manage high priority Transit Information Center projects
Manage TIC resources to effectively lead and support projects that improve contact center operations
Manage relationships with staff in Transit Information and other departments for coordination of projects and initiatives
Identify deliverables and objectives for high priority Transit Information Center projects and ensure projects meet these goals
Support implementation of new technologies and customer communication channels in the Transit Information Center
Support technological upgrades and changes to the systems that the department uses
Coordinate training and staff support around new technology and systems
Ensure the continuous operation of department systems and equipment
Identify and document system performance issues and escalate for resolution and product roadmap prioritization
Qualifications
Any of the following combinations of progressively responsible work experience in transit, data analysis, technology systems management, customer service, customer-focused, and/or a closely related field and completed education in Management, Communications, Planning, or related field AND one (1) year of related lead or supervisory experience.
High school diploma/GED with eight (8) years of experience.
Associate's degree with six (6) years of experience.
Bachelor’s degree or higher with four (4) years of experience.
NOTE:
This position is eligible for a hybrid (both remote and onsite) telework arrangement. The candidate's permanent residence must be in Minnesota or Wisconsin.
See complete job posting and apply: https://www.governmentjobs.com/careers/metrocouncil
#J-18808-Ljbffr
– Metropolitan Council of the Twin Cities
Join to apply for this role. We plan 30 years ahead and provide regional transportation, wastewater, and housing services. We are committed to supporting a diverse workforce that reflects the communities we serve.
Metropolitan Council of the Twin Cities provided pay range This range is provided by Metropolitan Council of the Twin Cities. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $86,632.00/yr - $140,608.00/yr
About the role The Assistant Manager – Transit Information Center Operations is an exciting position that supports delivery of the highest level of customer service by managing, evaluating, and improving the Transit Information Center operations and staff. This position reports to the Manager, Transit Information Center Operations and directs the work of Supervisors and Lead positions to ensure that contact center staff have the tools, information, and resources needed to perform their roles exceptionally.
Responsibilities
Plans, assigns work, establishes priorities, monitors progress and evaluates staff performance of the Transit Information Center
Manage and evaluate performance of Transit Information Supervisory staff and Transit Information Center Leads
Coordinate department training program and support personal development plans for staff
Support Manager, Transit Information Center Operations in development of Transit Information Center work plan and priorities
Manage TIC resources in support of existing functions in the department
Develop and manage program to strengthen departmental culture and promote on-going development
Analyze data to ensure performance goals are met and continuously improved upon
Sets and maintains performance standards and ensures compliance with Council policies and procedures
Coordinate department documentation and disciplinary action
Act as the department disability manager
Determine, implement and maintain performance standards and expectations
Ensure compliance with Metropolitan Council leave policies and procedures
Maintain department policies and procedures in line with Council guidance and union contracts
Manage and prioritize data quality and rider feedback initiatives within Transit Information department
Coordinate system operations and provide trip planner, phone system etc. technical support
Coordinates with key stakeholders to ensure accurate information is distributed to the various downstream applications
Analyze stop and schedule data and lead issue identification and resolution efforts
Manage high priority Transit Information Center projects
Manage TIC resources to effectively lead and support projects that improve contact center operations
Manage relationships with staff in Transit Information and other departments for coordination of projects and initiatives
Identify deliverables and objectives for high priority Transit Information Center projects and ensure projects meet these goals
Support implementation of new technologies and customer communication channels in the Transit Information Center
Support technological upgrades and changes to the systems that the department uses
Coordinate training and staff support around new technology and systems
Ensure the continuous operation of department systems and equipment
Identify and document system performance issues and escalate for resolution and product roadmap prioritization
Qualifications
Any of the following combinations of progressively responsible work experience in transit, data analysis, technology systems management, customer service, customer-focused, and/or a closely related field and completed education in Management, Communications, Planning, or related field AND one (1) year of related lead or supervisory experience.
High school diploma/GED with eight (8) years of experience.
Associate's degree with six (6) years of experience.
Bachelor’s degree or higher with four (4) years of experience.
NOTE:
This position is eligible for a hybrid (both remote and onsite) telework arrangement. The candidate's permanent residence must be in Minnesota or Wisconsin.
See complete job posting and apply: https://www.governmentjobs.com/careers/metrocouncil
#J-18808-Ljbffr