Bicycle sharing is a sustainable, healthy, and community-based transportation option that enhances urban livability and mobility. New York City Bike Share is excited to announce the beginning of its operations in New York City with up to 10,000 bikes and 600 stations in Manhattan and Brooklyn.
New York City Bike Share is seeking experienced Customer Service Managers to be responsible for all customer service activities related to launch and managing the Call Centre for New York City Bike Share on an ongoing basis. You'll be part of a ground breaking team that focuses on establishing and assisting with the management of a call center that will respond to customer issues and to work with the City of New York to develop and implement policies and procedures for all customer service related concerns.
? To create a customer centric, performance driven environment with a single focus: creating positive customer interactions 100% of the time.
? Help in the selection process (hiring), training, and managing of all front-line call centre agents.
? Provide team development and continuity between all shifts for this 24/7, 365 day call centre operation.
? Ensuring that all call center metrics are met.
? Help create a culture of adherence to customer service protocols, organizational/departmental policies and guidelines.
? Assist in the departmental reporting roll-up for all customer service measurements, standards, and call-centre metrics.
? Work closely with other department managers to create interdepartmental cooperation and improve the quality of performance for the Customer Service Department.
? Will report to the Customer Service Director.
? Undergraduate degree desired.
? Must have 4-5 years of Customer Service Management experience in a call-centre environment.
? Bilinguals (Spanish and English) desired.
? Availability to work different shifts, and or weekends, based on the needs of the call-centre.
? Proficiency in commonly used Call Centre Ticketing software.
? Proficiency in Excel, Word, Microsoft Project, Google Applications and the ability to learn new software.
? Proficiency in call-centre workforce scheduling software, and other schedule-adherence tools.
? Excellent organization, written and verbal communication skills; ability to meet deadlines.
? Problem solver with experience in conflict resolution.
? Job may require hours that exceed 8 hours per day and/or 40 hours per week.
Note: The above description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. All personnel may be required to perform duties outside of their normal responsibilities due to the nature of work performed to accomplish Alta Bicycle Share's Mission.
Alta Bicycle Share is proud to be an equal opportunity/ affirmative action employer.
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