Call Center Supervisor – Customer Experience Leader

RTD - Regional Transportation District of Denver, CO (RTD); Denver (CO); On-site; USD 71,000 - 100,000; Full time

Job summary

RTD in Denver is seeking a supervisor for the call center to lead daily operations, coach staff, and ensure quality customer service. You will administer policies under the collective bargaining agreement and monitor performance with departmental reports.

Responsibilities include routing customer inquiries, coordinating with divisions for responses, and maintaining accurate documentation while upholding RTD values of passion, respect, diversity, trustworthiness, collaboration, and ownership.

Qualifications

• Minimum two years of supervisory experience.
• Experience in a customer call center handling complaints and commendations.
• Proficient with Microsoft Office Suite and strong written/oral communication.

Responsibilities

• Supervises call center staff, assigns work, trains, coaches, and counsels to ensure consistent application of Employee Guidelines and processes.
• Uses call monitoring to coach and improve customer service, ensuring accurate information is provided positively.
• Researches customer service issues and routes contacts to the appropriate department; prepares departmental statistical reports.

Skills

Supervisory experience

Effective communication

Time management

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

Job description

RTD in Denver is seeking a supervisor for the call center to lead daily operations, coach staff, and ensure quality customer service. You will administer policies under the collective bargaining agreement and monitor performance with departmental reports.

Responsibilities include routing customer inquiries, coordinating with divisions for responses, and maintaining accurate documentation while upholding RTD values of passion, respect, diversity, trustworthiness, collaboration, and ownership.