Manager, Customer Center

NORTH TEXAS TOLLWAY AUTHORITY

The North Texas Tollway Authority has been connecting North Texans for 25 years, serving one of the fastest growing metro areas in the US. We serve more than 14 million drivers through safe, well-maintained roads, which has brought significant and continued economic growth and development. We were the first tolling agency in the US to use electronic tolling technology with the TollTag . We were also among the first to convert an entire network of roads to cashless tolling (2010). NTTA is dedicated to continuing its legacy as a leader in tolling technology and transportation.

Summary

The purpose of this position is to manage the activities of the customer center and to oversee financial responsibilities, equipment, materials and supplies of all Customer Center retail locations. The Customer Center Manager will work with the various business groups to drive efficiency into their processes, champion development of tools, and assist with business case justification to add resources where deemed appropriate. This is accomplished by scheduling and monitoring staff activities, tracking service and customer satisfaction levels, reviewing policies and procedures, and communicating with vendors and outside agencies. Other duties include providing support to management, conducting tours for visiting agencies and outside personnel, and participating in board and related meetings.

Responsibilities

Works closely with the Customer Service Center, Collections, Finance, Government Relations, Information Technology, Internal Audit, Legal, System Incident Management, and Public Affairs business groups. Oversees staff performance and quality related to implementation of processes and effective workflows for Customer Center Operations. Works with the various business groups to develop performance and quality measurement standards. Develops key performance indicators (KPI’s) and goals to meet the objectives of the numerous Customer Center processes. Develops, monitors, and maintains a reporting system to track/review the effectiveness of Customer Center campaigns and frequently report metrics to senior leadership. Provides effective and timely communication to staff, entities and external customers to resolve issues and foster open and honest communication. Assists departments with resolution of escalated customer cases and act as liaison between internal and external departments and patrons as necessary. Fosters teamwork across organizations and schedules monthly meetings to coordinate activities within internal and external departments. Manages staff resources by scheduling requests from staff, scheduling meetings and training, and maintaining reports. Provides analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization. Manages team of up to 75 team members across four different Customer Center locations (Chisolm Trail in Ft. Worth, MLP 10 in Irving, DPS location in South Dallas and Glen Eagles in Plano). Oversees e-mail team of up to 50 team members that handle inbound e-mail communication to our customer base. Proactively manage system upgrades/implementation and user testing of Verint’s EIM e-mail tool for outbound written communications.

Qualifications

M inimum

Bachelors degree 5-7 years’ experience Valid drivers license

Preferred

N/A

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.