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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $163,000.00 - $211,140.00
Work Schedule
Standard Hours
Flexible
Benefits
Health savings account
Dental Insurance
Loan forgiveness
Flexible spending account
Commuter assistance
Disability insurance
401(k) matching
Vision Insurance
Life insurance
Health Insurance
Adoption assistance
Paid Time Off
Job Description
Amtrak, America's premier passenger railroad service, is a significant force in connecting businesses and communities across the United States. With a dedicated workforce of over 20,000 professionals, Amtrak is committed to delivering reliable transportation services while prioritizing safety for passengers, employees, and the public. As a leading transportation company, Amtrak operates a network of rail services stretching the nation, showcasing a commitment to progress, innovation, and excellent customer interaction. The company emphasizes values such as integrity, teamwork, and customer-first service which form the foundation of its corporate culture. Amtrak values diversity, actively fostering an inclusive workplace where multiple perspectives and... Show More
Job Requirements
- BS in business administration, management required or equivalent combination of training, education and relevant experience
- 11 years of relevant experience required
- 10+ years in an omnichannel contact center or related environment
- strong command of Microsoft Office products including PowerPoint, Excel, Word, SharePoint
Job Qualifications
- BS in business administration or management or equivalent combination of training, education and relevant experience
- 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, and SharePoint
- proven ability to lead, mentor, and motivate teams
- excellent verbal and written communication skills
- expertise in call center software, CRM tools, analytics platforms, with preferred experience in AI and automation
- solid understanding of customer needs and delivering excellent service
- ability to develop and implement strategies for continuous improvement
- strong problem-solving skills
- deep knowledge of KPIs such as CSAT, NPS, FCR, AHT, SLA, QA scores and 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 across daily operations
- 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 first call resolution, average handle time, average speed answer, quality assurance, and customer satisfaction to identify areas for improvement and continued learning
- Mentor and guide workforce to embed hospitality and empathy in customer interactions, championing customer-first culture
- Partner with training, quality assurance, and customer experience teams to define service standards and implement coaching programs
- Monitor and improve key metrics including net promoter score, customer satisfaction, first call resolution, 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, development, and champion diversity, equity, and inclusion in leadership practices
- Ensure compliance with collective bargaining agreements, legal, privacy, accessibility, and safety standards
- Maintain business continuity protocols and act as escalation point during critical incidents or service failures
- Protect brand reputation through proactive issue resolution and care escalation
- Leverage reporting and analytics to track performance, identify trends, and support executive decisions
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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