Job Details

Summary:

This position will involve planning, organizing, directing, and managing the day-to-day activities and culture of Customer Service. This position will lead, manage, and oversee the operations of Customer Service staff. Develop customer service policies and procedures to maximize cost avoidance, productivity and efficiency/profitability while making NTTA's Customer Service a great place to work. Establish and ensure attainment of goals for customer experience ratings, all staff productivity, employee engagement, accuracy and quality. Support and manage effective staffing model to meet stringent service level requirements.

This position will also be responsible for working with management to develop a collections program focused on the continuous evolution of collection strategies and the implementation of these strategies to advance NTTA's collections efforts and to collect toll revenues owed in a more expedient manner. Responsibilities include overseeing internal and third-party efforts associated with the collection, billing and tracking of customer video toll invoices and recovery of delinquent or written/charged-off revenue from past due accounts in accordance with NTTA and legal guidelines and regulations. This position will provide oversight to internal teams responsible for implementing and administering the Toll Enforcement Remedies and back-office Support Services. Specifically, these responsibilities will be met through management of the collections process including assisting customers with paying ZipCash (video toll) invoices, conducting outbound collection efforts through various contact methodologies, managing the efforts of third-party collection firms and related vendors, assisting in the delivery of and identifying methods to improve processes and efficiencies .

Starting Pay: $134,371/annually - $176,803/annually - $238,685/annually

Retention Bonus: $1,000

Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship.

Responsibilities:

• Provides Leadership through: monitoring, coaching, developing and motivating managers in the areas of coaching, internal and external customer service, team building and the measurement and recognition of key performance indicators (KPI).
• Leads staff activities and programs by scheduling and assigning tasks and projects, monitoring progress and providing feedback to staff.
• Oversees personnel activities such as staff levels, recruitment, motivation, performance appraisals, promotions, salary recommendations, counseling and terminations.
• Manages customer service vendor/contractor relationships. Responsibilities include vendor management, oversight of print vendor, process servers, image reviewers and any other vendor that performs services on behalf of NTTA
• Oversees collection, billing, and tracking of customer invoicing.
• Develops measurements to gauge performance of various outsource providers and internal teams; ensures vendors' practices comply with state and national laws; works effectively with internal/external colleagues who manage other vendor relationships.
• Designs, executes and measure strategies that improve collection effectiveness.
• Provides oversight and strategic direction for outside collection agency management, reviewing and evaluating relationships with third-party vendors handling delinquent accounts to maximize recoveries.
• Develops and maintains reports and presentations as needed to effectively monitor and manage productivity, accuracy, adherence to policies and procedures - including ratios, key performance metrics, trending and analysis
• Provides continual monitoring of departmental goals. Identifies achievement and progress against goals and gaps between goals and actual performance. Provides corrective actions to remedy gaps as necessary.
• Evaluates and recommends design requirements to improve operations platforms; drive digital transformation to improve ease of access and service efficiency.
• Uses the NTTA methodology for Project Management; plans, organizes and directs operations by:

- Recommending and implementing policies and procedures to enhance operations.
- Monitoring customer service delivery and shifting resource priorities to support organizational goals.
- Evaluating current operations identifying opportunities to increase customer delivery.
- Participating on organizational committees representing Customer Service on initiatives both within and outside our organization.

Supports the strategic planning process positively impacting culture, quality, leadership, coaching, profitability, productivity, and efficiency throughout Customer Service operations

• Prepares budget projections as a part of preparation and manages the implementation of the Operating and Maintenance, Reserve Maintenance Fund and Capitol Improvement Fund budgets. Participates in the development and communication of the Budget to all levels of the organization. Monitors ongoing expenditures, recommending budget adjustments.
• Develop and implements a communication plan for identifying and distributing information within Customer Service to include inclement weather, disaster recovery, business continuity etc.; escalations and service recovery processes; change management; momentum calendar.
• Identify, implement and foster a culture that is conducive to employee growth, performance, loyalty and development. Implements career training programs offering staff development opportunities at every level. Developing and administering assessments for evaluating and screening positions. Developing career path areas for employees and benchmarking industry "Best Practices".

Qualifications:

M inimum:

• Bachelor's degree in business administration, Operations Management, or a related field (or equivalent experience)
• 5years' experience with inbound call center operations management, customer service, or other related strategic management.
• Proficiency in contact center technologies including ACD, IVR, WFM, and QM applications.
• Strong leadership, management, communications, presentation, business relationship, interpersonal skills.
• Must have thorough knowledge of FDCPA and all applicable federal laws, regulations and policies governing collections
• Experience managing vendor relationships and service level agreements.
• Must have excellent negotiation and communication skills as well as contact escalations
• Must provide regular updates to the executive staff on the growth of credits and collection and the rate of collection payments and other necessary information
• Valid driver's license or ability to obtain Texas Class "C" driver's license within 30 days of hire.

Preferred:

• Experience managing 150 plus direct and indirect reports in a contact center environment
• Strong analytical and problem-solving skills with experience in process improvement methodologies
• Familiarity with toll collection back-office systems and/or the tolling industry

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.

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NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.