Assistant Manager of Mobility Call Center

The Assistant Manager of the Mobility Call Center oversees the daily operations of a seven (7) day-a-week, 365-day-a-year inbound call center, ensuring the efficient administration of all services. This role includes monitoring staff performance and call volumes, ensuring optimal staffing levels through efficient scheduling, supervising, mentoring, and coaching employees, collaborating with the technical team to monitor software systems, and addressing operational and administrative issues. The Assistant Manager ensures compliance with MTA and ADA policies, develops and implements training programs, and supports customer service functions for Call Center Supervisors and Reservation Agents. Additionally, this position is responsible for managing customer escalation calls, handling labor and disciplinary issues, tracking key performance indicators, and assisting in short- and long-term planning aligned with the department's mission.

This role requires coordination with multiple departments and groups, including the Maryland Department of Transportation, MTA Leadership, Labor & Employee Relations, Information Technology, Performance Management, Customer Relations, as well as community and disability advocacy groups. The Assistant Manager is responsible for implementing and updating Standard Operating Procedures (SOPs), assessing business impacts, driving individual and team performance, and recommending corrective actions to improve efficiency and service quality. Supervising a team of four (4) Supervisors and 78 Reservation Agents, this position ensures smooth call center operations, oversees service delivery, and maintains high customer service standards. This fast-paced role is critical to the effective execution of mobility services and maintaining compliance with regulatory requirements.

Education: A bachelor's degree from an accredited college or university.
Experience: Five years of administrative or professional work.
At least one year must include one or more of the following:

• Supervising employees
• Managing general operations of a unit
• Applying rules and regulations
• Developing policies or procedures

1. Additional experience in administrative or professional work may be substituted on a year-for-year basis for the required education.
2. Additional graduate-level education at an accredited college or university may be substituted at the rate of 30 semester credit hours on a year-to-year basis for the required general experience.
3. Candidates may substitute U.S. Armed Forces military service experience involving staff work related to the administration of rules, regulations, policies, procedures, and processes, or overseeing or coordinating unit operations or functioning as a staff assistant on a year-for-year basis for the required education and experience.

TO APPLY
You must complete a Maryland Department of Transportation (MDOT) application (Form DTS-1) to be considered for this recruitment. Resumes may not be substituted for the application. It is essential that the application is filled out completely and accurately, listing all relevant experience in detail and addressing the specific requirements shown above. Please include all relevant experience on your application. This includes, but is not limited to, full or part-time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for within MDOT, one of the Transportation Business Unit, or the Authority.

NOTE: Applications not filled out will not be considered. The selected candidate may be subject to background and reference checks. Employees are subject to the State Substance Abuse Policy to include possible drug testing.

Applications must be completed and submitted online by registering at https://www.governmentjobs.com/careers/mdotmd.

Applicants with degrees granted outside of the United States will be required to provide a written evaluation of education documentation by a credentialing organization such as World Education Services: International Credential Evaluation (WES), https://www.wes.org/.

MTA Does Not Discriminate Based On Age, Ancestry, Color, Creed Gender Identity or Expression, Genetic Information, Marital Status, Mental or Physical Disability, National Origin, Race, Religious Affiliation, Belief or Opinion, Sex or Sexual Orientation.

Reasonable accommodations for persons with disabilities will be provided as requested.
The Maryland Department of Transportation is not sponsoring new employees in the application of the H-1B Visa at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration and Reform Control Act of 1986. Federal regulations prohibit H1B Visa candidates from paying sponsorship fees; the potential employer must assume all sponsorship fees.

Issued Date 03/07/2025