National Express Transit (NEXT) is a rapidly growing provider of transit, paratransit, and shuttle services for transit authorities, municipalities and other clients across the country. NEXT is the US-based public transportation division of UK-based National Express Group, providers of nearly one billion safe journeys each year. We are currently seeking a General Manager I for our Customer Service Center (CSC) in Pittsburgh, PA
Delivers overall performance and results for the CSC.
Collaborates with company leaders to understand overall business goals and creates a CSC operating plan to support these objectives.
Ensures the CSC is a "customer-centric" team that is focused on building strong and effective partnerships
Develops CSC plans and priorities to address resource and operational challenges as guided by the Regional Manager and company standard operating procedures and policies.
Communicates company values, strategies and objectives in an effort to share information and while encouraging feedback and input.
Review budgets and develop the annual operating plan business review.
Develop short and long-range business plans to increase incremental business, revenues and margins.
Directs, coaches and develops CSC staff including Operations Manager, Dispatcher, Office Administrator, Operators, Maintenance, and Safety Manager to obtain the required skills and abilities to act independently in their job assignments.
Builds company image by collaborating with customers, government, community organizations, and employees while demonstrating strong and ethical business practices.
Creates a culture of safety while providing a high quality of service.
Identifies key safety issues affecting the safety of passengers and employees and takes corrective action to resolve these concerns
Meets regularly with customers to review service quality and performance.
Enhances and builds on current customer relationships to ensure customer retention.
Works with Regional Vice President and Marketing & Sales department in gathering data and assisting in the sales process in pursuit of new business
Bachelor's degree in business administration, management or related field or 10-12 years of comparable experience; MBA preferred
At least 3 years of supervisory experience and P&L oversight
Proven ability to meet service delivery expectations including customer and safety
Ability to travel up to 10%
Bi-lingual abilities a plus
Knowledge of risk assessment to resolve customer issues which do not expose the Company to unnecessary risk.
Knowledge of the companies, service promise, services, capabilities, policies, procedures and practices to effectively manage CSC personnel.
Knowledge of customer service best practices to build strong customer relationships
Knowledge of contract administration principles and practices to develop contractual agreements and/or Requests for Proposal documents.
Knowledge of leadership and management practices and techniques.
National Express LLC is an Equal Opportunity Employer.
For more information please visit http://www.nationalexpresstransit.com or http://www.nellc.com .