• Austin City Skyline
  • Director, Customer Care

    The Director of Customer Care reports directly to the EVP, Chief Experience and Engagement Officer. This position leads and directs the staff and service-delivery operations of the Capital Metro Customer Care Contact Center through the Customer Care Manager and team, the QA Specialist, and the Business Intelligence Analyst.  This role develops insights from community feedback, delivers intelligence to agency leadership, and makes recommendations for improvements to operations, service planning and customer experience. The Contact Center provides customer assistance, problem solving, and comment/complaint reporting through telephone, email, website, and written customer interactions.
    •Bachelor’s Degree in Business, Public Administration, Communications, or related field.  Related experience may substitute for educational requirements on a year for year basis for up to four years.
    •Seven (7) years of progressively responsible experience in customer service supervision, quality assurance supervision, call center supervision, or similar environment.
    •Three (3) years managing teams of supervisors, service representatives, and business processes within a high-volume customer contact center.
    Knowledge, Skills and Abilities:
    •Comprehensive knowledge of high-volume call center operations, customer service relations, conflict management and quality assurance strategies.
    •Knowledge in establishing performance accountability systems, and perpetuating them through the consistent management of individual performance.
    •Skilled in the use of common office computer software and contact center systems technology.
    •Knowledge of all services provided by Capital Metro and of the contact center systems supporting the center.
    •Knowledge of the Capital Metro budgetary process.
    •Ability to effectively manage a multi-activity, geographically dispersed workforce.
    •Ability to analyze complex issues and identify effective solutions.
    •Substantial interpersonal skills to effectively communicate and influence all levels of staff, customers, vendors, government entities, and the general public.
    •Ability to guide and motivate employees to accomplish their objectives independently under general supervision.
    •Ability to effectively communicate both orally and in writing.
    •Ability to plan, organize, and direct cross-functional teams.
    •Ability to plan, organize, and develop policies, procedures, reports, surveys, and performance audits.
    •Ability to effectively present information and reports to all layers of the Capital Metro organization.
    Capital Metro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. We encourage people with disabilities and from other diverse backgrounds to apply for Capital Metro vacancies. Capital Metro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.
    This position is designated as a “stationed” position. Stationed positions are positions in which work is performed predominantly on site at CapMetro facilities or in the field; positions that must be in the office to access specific equipment; or are roles that must be accessible to others. Employees in stationed positions are assigned individual workspace and are expected to generally work in the office 4 days a week. CapMetro is in the early stages of mobility planning and the mobility status of this position could be subject to change.
    For more information and to apply, visit: https://capmetro.csod.com/ux/ats/careersite/1/home/requisition/599?c=capmetro

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