The ideal candidate will have the following knowledge, skills and abilities:

• Excellent and demonstrated analytical skills
• Experience working in a long-term vendor relationship or third-party provider of services
• Excellent strategic management and project management skills
• Excellent written and verbal communication skills
• Excellent presentation skills, including developing and delivering PowerPoint presentations to policymakers and other stakeholders
• Strong meeting planning, management, and facilitation skills
• Proven skills in collaborating with internal and external resources
• Proven information analysis skills, including the ability to perform quantitative analysis of technical performance data to identify trends and possible issues
• Proficiency with spreadsheet and word processing software such as MS Excel and Word
• Ability to identify, understand and succinctly communicate issues with respect to customer service center operations
• Ability to independently identify issues, organize findings and successfully complete project tasks with minimal supervision
• Experience with supervision in a customer service center environment, preferably in a public sector setting
• Experience working with a diverse group of project stakeholders
• Experience with contact center and business process outsourcing

An appropriate combination of education and experience that has provided the required knowledge, skills and abilities is qualifying.  A typical way of obtaining the required qualifications is:

Education:  A Bachelor's degree from an accredited college or university in an appropriate field related to the area of assignment, such as transportation planning, project management, public finance, transportation engineering, economics, business or public administration.  (Applicants with a degree issued from an institution outside the United States must have their transcripts evaluated by an academic accrediting service and provide proof of equivalency along with their application.)  A Master's degree is desirable. 

Experience:  Two years of increasingly responsible experience in an appropriate field related to the area of assignment.  Experience with one or more of the following is desirable:

• Coordination between multiple contractors.
• Experience working with special customer populations, including people with disabilities, seniors and youth.

Under the general direction of the Clipper Customer Service Principal and working in close coordination with other Associate staff, the essential duties and responsibilities may include, but are not limited to, the following:
 

• Monitor contractor’s performance against contract provisions, including Key Performance Indicators (KPIs)
• Recommend strategies to address areas of non-conformance and document compliance/non-compliance
• Perform quality assurance of contractor’s work
• Review contractor’s staffing levels/models and training
• Monitor customer escalations
• Address and resolve customer service issues that escalate to the MTC staff level and escalate to principal as appropriate
• Conduct and improve operational reporting to MTC management and other stakeholders; develop/work with contractor to develop dashboards and other mechanisms for operational reporting
• Be first line point-of-contact for incident management
• Oversee transition of regional program that provides transit discounts to disabled community from local transit agency administration to MTC
• After transition, manage day-to-day operations of discount card program, including managing contractor(s), communicating with stakeholders and troubleshooting
• Perform other job related duties as needed or assigned