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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $163,000.00 - $211,140.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Vision Insurance
health savings accounts
wellness programs
401K retirement plan with employer match
Paid Time Off
Job Description
Amtrak, America's leading passenger rail service, is more than just a transportation company; it is a vital connector of communities and businesses across the United States. Employing over 20,000 energetic and diverse professionals in various career fields, Amtrak commits itself to safety, operational excellence, and superior customer service, making it a respected name in the transportation and hospitality industries. With a firm dedication to moving America's workforce toward the future, Amtrak values integrity, teamwork, and customer-centric approaches encapsulated by its core values: 'Do the Right Thing, Excel Together, and Put Customers First.' These principles guide every employee's behavior and contribute... Show More
Job Requirements
- A BS in business administration, management, or related field required
- 11 years of relevant experience required
- 10+ years in an omnichannel contact center or related environment
- Strong command of Microsoft Office products
- Proven ability to lead, mentor, and motivate teams
- Excellent verbal and written communication skills
- Expertise in call center software, CRM tools, and analytics platforms
- Experience with AI and automation preferred
- Strong understanding of customer needs and delivering excellent service
- Ability to develop and implement strategies for continuous improvement
- Strong problem-solving skills
- Knowledge of KPIs and metrics to drive performance improvements
Job Qualifications
- Education: a BS in business administration, management, or related field
- 11 years of relevant experience
- 10+ years in an omnichannel contact center or related environment
- Strong command of Microsoft Office products including PowerPoint, Excel, Word, SharePoint
- Proven leadership and management abilities to mentor and motivate teams
- Excellent verbal and written communication skills for team and stakeholder interaction
- Expertise in call center software, CRM tools, analytics platforms
- Experience or familiarity with AI and automation technologies preferred
- Strong customer focus and ability to deliver excellent customer service
- Strategic thinking with capability to develop and implement continuous improvement strategies
- Problem-solving skills with ability to resolve escalated issues
- Proficient in KPIs and metrics such as CSAT, NPS, FCR, AHT, SLA, and QA scores with track record of driving performance improvements
Job Duties
- Oversee daily operations across inbound/outbound voice, chat, email, and other emerging care channels
- Lead capacity planning, workforce optimization, and queue management to meet service level and productivity goals
- Drive continuous improvement and standardization across processes, SOPs, and escalation management
- Effectively manage relationships with union representatives, ensuring compliance with collective bargaining agreements, and supporting fair labor practices
- Align operational priorities with broader business goals, ensuring seamless collaboration across leadership, cross-functional teams, and strategic initiatives
- Provide insights, recommendations, and reporting to support executive decision-making and strategic planning
- Monitor and optimize KPIs including FCR, AHT, ASA, QA, and CSAT to identify areas for improvement
- Mentor and guide workforce to embed hospitality and empathy in every customer interaction
- Partner with training, QA, and CX teams to define service standards and implement coaching programs
- Monitor, evolve, and improve key metrics including NPS, CSAT, FCR, and contact resolution
- Lead and coach a team of 25+ frontline managers and supervisors, supporting a culture of continuous improvement and accountability
- Foster a culture of high accountability, recognition, and development
- Champion diversity, equity, and inclusion in leadership practices and team culture
- Ensure compliance with CBA, legal, privacy, accessibility, and safety standards
- Maintain business continuity protocols and function as an escalation point during critical incidents or service failures
- Protect brand reputation through proactive issue resolution and care escalation processes
- Leverage reporting and analytics to track performance, identify trends, and support executive decision-making
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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