Manager on Duty (Boston, MA)

Manager on Duty (Boston, MA)

13 Jul 2020

Manager on Duty (Boston, MA)


MBTA (Transit Ambassador) Manager On Duty

This position offers an exciting opportunity to bring people joy, happiness and improve their days by becoming a Manager of a team whose purpose is to solve complex challenges and to create unprecedented customer experiences on a daily basis to hundreds and thousands of “T” riders!

We’re looking for creative leaders with a passion for innovation, knack for problem solving, and a passion to create world class customer experiences that will change the face of mass transit ridership!

The Role:

You will be a part of a team that will be entrepreneurial, wear many hats, and work in a highly collaborative environment. You’ll work with highly skilled operators and program managers that have one goal in common, customer service!

The adopted attitude is that as smile can change the world. You’ll be able to interface directly with riders in a way almost no one else in the industry can. You’ll lead a team of problem-solving customer service ninja’s called MBTA Transit Ambassadors to become advocates of friendliness and to reach challenging goals. You will need to have lots of energy and a super positive attitude to thrive and deliver results in an ambiguous, fast paced and dynamic environment.

Key areas that you’ll always focus on are safety, ridership experience, productivity, and fun.

On a daily basis, you can expect to:

Ensure a safe work environment for all associates.

Review the work forecasts and determine productivity and utilization requirements to meet the overall TA objectives

Partner with MBTA to coordinate goals with BBB and riders to ensure the utmost in exceedingly great customer satisfaction.

Proactively identify and lead process improvement initiatives.

Balance labor, ensuring that you are operating with balanced and efficient shifts while meeting all productivity goals.

Embrace a customer service forward and positive mentality and emphasize “have fun.”

Supervisory Responsibilities:

You are responsible for ensuring your Ambassadors are properly trained, have all the tools necessary and prepared to focus on their jobs. You will implement and administer BBB and MBTA policies – and doing so fairly and consistently. This means that you’re one of the chief administrators of motivating, coaching, reporting, and providing feedback on Ambassadors performance – including productivity, quality, and safety - as a means for achieving or exceeding our client (MBTA) and BBB expectations. The Manager on Duty will address performance issues for Transit Ambassadors and partner with site leadership on developmental actions to drive improvements and productivity.

Key Job Elements:

Partner with MBTA teams to assist in handling exceptions or any diversions created through the execution of daily planning

Monitor system-generated reports that indicate poor customer service quality and strategize with management team to rectify.

Communicate changes to ensure efficiency while protecting ridership and Ambassadors experiences

Allocate labor from various sources, lead meetings, direct and assign job duties for Transit Ambassadors

Perform in-depth problem solving in all areas to ensure successful and continuous operations

Train, audit, and support Transit Ambassadors to utilize standard operating procedures and use standard BBB and MBTA equipment and software

Ensure Ambassadors have the proper tools to perform their jobs and coordinate repair or replacement when needed

Communicate with internal and external team members using all communication channels available

Report and escalate systemic issues to management as necessary and in a timely manner

Review and update Standard Operating Procedures according to BBB/MBTA practices

Participate in initiatives to ensure Safety and Operational Excellence

Identify, address and resolve safety hazards within the stations

Support and work in all areas of the stations in every role as required and as determined by the Director of Operations.

Preferred Qualifications

A completed Associate’s or Bachelor’s Degree

Experience in hospitality, customer service, retail or transportation.

Strong computer skills using MS office products.

Management of a minimum of 30 employees

Interest in long term career development

Demonstrated analytical skills and ability to problem solve and prioritize with little guidance

Demonstrated excellent communication skills (written and verbal) with all levels of associates and management

Direct management experience for employees in a hospitality or customer service environment such as retail

Candidates must be flexible to work weekends and or evenings.

Experience working under pressure in a fast-paced environment.

Basic understanding of transit operations and extensive understanding of customer service

Job Type: Full-time

Salary: 78.000

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