Manager, Customer Support Center

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. [More information about us on our website.](https://metrocouncil.org/About-Us/The-Council-Who-We-Are.aspx) *We are committed to supporting a diverse workforce that reflects the communities we serve.* **Metro Transit** is one of the country's largest transit systems, employs more than 3,000 people, and provides ridership through an integrated network of buses, light rail and commuter trains, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities. **How your work would contribute to our organization and the Twin Cities region:** The **Manager, Customer Support Center** position leads contact center operations for the Customer Experience department. This position develops and oversees business processes and procedures to enable effective customer issue resolution, trip planning, and feedback documentation. This role involves planning and delegating work effectively, fostering staff development, overseeing high-priority projects, and creating effective performance measures to ensure the highest levels of customer satisfaction. They effectively bridge the gap between customers and Metro Transit by ensuring customer feedback is documented and available to improve processes and the customer experience. They are also responsible for strategic planning and roadmap development for the Customer Support Center and work to align goals and priorities with larger department and agency goals. *This position is eligible for a hybrid (remote and in-office) telework arrangement. Candidate's permanent residence must be in Minnesota or Wisconsin.* - Effectively manage and lead the operations of the Customer Support Center. - Develop and maintain performance standards and ensure alignment with Customer Experience department and agency goals. - Ensure compliance with Council policies and procedures. - Develop and implement strategies, roadmap, and strategic plan for the Customer Support Center. - Manage high-priority Customer Support Center projects. - Collaborate and engage stakeholders across Metro Transit. - Create and maintain inclusive workplace culture. Any of the following combinations of experience in a Contact Center environment, customer service, project management, change management, data/systems, or operations and completed education in communications, business administration, planning or a related field: - A high school diploma/GED with ten (10) years of experience, including three (3) years of management, supervisory, or lead experience. - An associate degree with eight (8) years of experience, including three (3) years of management, supervisory, or lead experience. - A bachelor’s degree or higher with six (6) years of experience, including three (3) years of management, supervisory, or lead experience. \***Metropolitan Council Employees Only:** Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience. **Metro Transit Leadership** **Academy =** 1 year **Project Management Development Program (12-month** **session) =** 1 year **Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience.** - Leading Self-Personal Effectiveness Certificate - Leading Self-Communication Certificate - Leading Self-Business Skills Certificate - Leading Others-Preparing for Supervisor Certificate **What additional skills and experience would be helpful in this job (desired qua…