Mgr Sales & Customer Service - 90172068 - Philadelphia

Date: Aug 6, 2022

Location: Philadelphia, Pennsylvania, US, 19116

Company: Amtrak

Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.

Are you ready to join our team?
 

Our values of Do the Right Thing, Excel Together and Put Customers First are at the heart of what matters most to us, and our Core Capabilities, Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security are what every employee needs to know and do to be most impactful at Amtrak.


 

SUMMARY OF DUTIES:
Hire, train, prepare and motivate their staff members to provide excellent service to customers. Set objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers.  Manage contact center goals such as quality assurance, revenue, schedule adherence, attendance and absenteeism.  Maintain a system of excellence to ensure the highest level of quality service to the traveling
public.  Oversee and manage a group of Supervisors and Reservation Sales Agents in a team environment.  Must work within departmental standards.  Effectively manage Contact Center’s annual budget. 

 


ESSENTIAL FUNCTIONS:

  • Responsible for the development, implementation, and administration of all programs established to accomplish the goals of the Contact Center.  
  • Acceleration of sales revenue generation and quality customer service through training, communication, administration, and planning.  
  • Responsible for enforcing policy and procedures for the disciplinary process and will need to oversee a safe working environment.  
  • Accountable for nurturing the growth and development of the Supervisory Team.
  • Hire, train, coach, and lead call center supervisors as they provide support for customers.
  • Answer supervisors’ questions, guiding them through difficult calls or issues, diffusing angry customers, or complex issues. 
  • Lead monthly team meetings, ask questions to better understand customer issues, educate and coach workers regarding processes and practices, and explain expectations to employees.
  • Assist other management team members in identifying trends and establishing call center goals.
  • Ensure staff members are achieving desired service levels and take corrective action, as needed.
  • Analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Take on other tasks or projects to support employees, other managers, and call center operations.

 

MINIMUM QUALIFICATIONS:

  • High School Diploma, Associates Degree with a minimum of 6 years of substantial contact center work experience
  • Excellent interpersonal skills and knowledge of coaching, counseling, and motivational techniques.  
  • Knowledge of computer applications, including RailRes, ARROW, Aspect, Avaya CMS, and standard Microsoft Office
  • Suite and Reservation Sales Contact Center (RSCC) Work Force Management programs.
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Knowledge of management principles and familiarity with company products, services, and policies.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Decisiveness and attention to detail.

 

 

PREFERRED QUALIFICATIONS:

  • Bachelor’s Degree in a Business concentration with substantial contact center work experience (8+ years) or a combination thereof.
  • Working knowledge and understanding of TCU labor agreement and Contact Center Special Instructions.

 


COMMUNICATIONS AND INTERPERSONAL SKILLS:

  • Must have excellent oral and written communication skills.

Requisition ID:110501
Posting Location(s):Pennsylvania
Job Family/Function:Marketing 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.


All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine. 


In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.


Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.


Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.


POSTING NOTES: Marketing || Corporate Jobs