Metropolitan Transportation Authority Careers

This position is eligible for teleworking, which is currently one day per week. New hires are eligible to apply 30 days after their effective hire date.    

Opening:

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Position Objective:

The Manager of the LIRR Customer Contact Center will support the daily operations of the MTA Railroad Customer Contact Centers. This individual will work closely with the Call Center Director to ensure exceptional customer service, optimize team performance, and maintain efficient workflows in a fast-paced environment.

Responsibilities:

• Supports efficient call center operations by monitoring service levels and performance metrics to ensure customer service standards are consistently met. (Ensure customers receive timely and accurate information, contributing to overall customer satisfaction and retention.)
• Provides daily leadership, coaching, and support to union-represented call center staff to ensure consistent, accurate, and timely information is delivered to customers, contributing to a high-quality commuter experience.
• Assist with the day-to-day responsibilities of the Traintime & MTA Chat app for Customer Services by handling customer issues, troubleshooting, and reporting. Document, implement, and enforce customer service standards for the Customer Contact Center.
• Resolves escalated customer concerns related to service delays, fare disputes, ADA accommodations via LIRR and MNR Care, and accessibility to maintain public trust and promote equitable, responsive service delivery.
• Fosters a respectful, inclusive, and collaborative workplace culture that supports employee engagement and aligns with both agency values and union partnership goals.
• Participates in the onboarding and continuous training of new staff to ensure understanding of commuter rail systems, ticketing, and emergency protocols. (Promote knowledgeable, confident agents who can handle a broad range of customer inquiries efficiently.)
• Analyzes call center data and performance trends to identify areas for improvement and provide recommendations to management, supporting data-informed operational decisions.
• Participates in progressive discipline processes by documenting performance concerns and ensuring all actions are consistent with labor agreements and organizational policies.
• Assumes delegated responsibilities of the Director, Contact Center Railroads, and the Manager, MNR Customer Contact Center, as required.
• Select, develop, and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review the performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
• Is held accountable for overseeing and evaluating contractor/consultant/vendor performance, where applicable:
  • Observing the work performed by the contractor/consultant/vendor;
  • Reviewing invoices and approving them if the work meets contractual standards;
  • Addressing performance issues with the contractor/consultant/vendor when possible; and
  • Escalating issues to other parties as needed.
• Requires 24-hour duty support if necessary. Other duties as assigned.

Required Knowledge/Skills/Abilities:

• Leadership & Team Development
  • Demonstrates the ability to guide, mentor, and support staff in a unionized environment; fosters collaboration, accountability, and a culture of service excellence.
  • Must have strong managerial skills to effectively direct a staff of professional and technical employees in implementing the short- and long-term goals and direction for the area of responsibility.
• Customer Focus
  • Maintains a strong commitment to delivering timely, accurate, and empathetic customer service; understands the needs of a diverse ridership and acts with urgency to resolve issues.
• Labor Relations Awareness
  • Applies knowledge of collective bargaining agreements, union work rules, and grievance procedures to make fair, compliant, and consistent supervisory decisions.
• Crisis Management & Decision-Making
  • Responds confidently and effectively during service disruptions or emergencies; makes timely decisions that maintain service continuity and public safety.
• Communication (Verbal & Written)
  • Communicates clearly and professionally with staff, management, and customers; provides accurate information and instructions, especially under pressure.
• Conflict Resolution & De-escalation
  • Handles escalated customer and employee issues calmly and constructively; seeks win-win solutions while maintaining organizational policies and customer trust.
• Analytical Thinking & Data Interpretation
  • Can use call center metrics and customer feedback data to assess performance, identify trends, and recommend improvements.
• Technological Proficiency
  • Demonstrates proficiency with call center systems, e.g., Automatic Call Distribution, & CRM platforms such as Salesforce and Genesys.
• Adaptability & Flexibility
  • Adjusts quickly to shifting priorities, service changes, or emergency conditions.
  • Available to be on call 24 hours a day, 7 days a week for emergencies.
  • Ability to work various shifts on a 24/7 rotating basis, with the possibility for mandated staffing and coverage.
• Ethics & Integrity
  • Upholds organizational values, maintains confidentiality, and ensures decisions align with policies, regulatory standards, and public expectations.

Required Education and Experience:

• A bachelor's degree in Business, Communications, or a related field from an accredited college. An associate's degree in a related field may also be accepted. In lieu of a degree, candidates may qualify with demonstrated equivalent experience, education, or technical credentials, including an additional four (4) years of directly related experience.
• Minimum five (5) years of experience in a contact center or a related field, including at least three (3) years in a supervisory or leadership role supervising represented employees.

The Following is/are preferred:

• Prior experience working in a large, multi-faceted, fast-paced organization or governmental body.
• Familiarity with the MTA’s policies and procedures.
• Familiarity with the MTA’s collective bargaining procedures.

Other Information

May need to work outside of normal work hours (i.e., evenings and weekends)

Travel may be required to other MTA locations or other external sites.

According to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.