Community Relations/Outreach Manager

Job Responsibilities

• Assign duties for call center personnel and provide weekly performance evaluations
• Track employee hours and submit to payroll
• Provide continuous CSR monitoring to ensure high quality service and achievement of all KPIs
• Maintain ongoing communication with client, GM and customers and generate daily reports on call center operations
• Develop, implement and update best practices to heighten efficiency and enhanced customer service
• Provide outreach to the disabled community and other client related organizations
• Investigate and resolve all rider complaints/concerns
• Other duties as assigned
• Serve as the primary point of contact for client regarding community relations matters
• Oversee the investigation, documentation, and response to all rider comments, complaints, compliments, and other rider feedback associated with the services provided under this Agreement, including services performed by subcontractors
• Ensure all rider cases are reviewed, investigated, documented, and responded to in accordance with the requirements of this Agreement
• Maintain regular communication and coordination with client's Field Administrator(s) regarding rider service issues, complaint trends, and significant or escalated cases
• Contact rider, as necessary or requested by client, to obtain additional information, provide information regarding client services, and conduct follow-up related to rider cases
• Develop and maintain productive working relationships with senior centers, healthcare providers, adult day programs, community organizations, and other facilities served by client to promote effective communication, identify service concerns, and support continuous improvement in service delivery
• Conduct regular visits to facilities and other locations served by client to meet with facility representatives, observe service delivery, identify recurring issues, and work collaboratively with client, CONTRACTOR staff, and subcontractors to improve service quality and the rider experience
• Analyze rider comments, complaints, compliments, and other case data to identify trends, systemic issues, and opportunities for service improvement
• Develop and implement corrective action plans and rider support improvements to address recurring issues
• Provide regular reports to client regarding rider support performance, case activity, complaint trends, corrective actions, and other performance metrics as requested
• Maintain a thorough knowledge of the ADA, applicable FTA requirements, and all client policies, procedures, and operating requirements applicable to rider support
• Represent the CONTRACTOR at client's Accessible Transit Advisory Committee (ATAC) meetings and attend other meetings, presentations, and rider, stakeholder, or public engagement activities related to the client service, as requested by client, to provide information, receive rider feedback, strengthen relationships, and support continuous improvement of service delivery
• Be available during normal business hours and remain reachable outside normal business hours for emergencies through client-approved communication methods

Talent Requirements

• Associate's degree or equivalent experience
• Three (3) years management/supervisory experience in a call center environment
• Paratransit/transit experience preferred
• Excellent verbal skills both written and oral - able to work in a fast-paced environment - working knowledge of Trapeze scheduling and dispatch software
• Complaint resolution experience
• Public relations experience

Salary range: $70,304-$88,576

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

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75289.6-88576