Call Center Supervisor - Flexible Hours, Customer Experience

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

Job summary

Regional Transportation District (RTD) is seeking a Supervisory Call Center role to oversee daily operations and coach staff in delivering high-quality service. This position involves enforcing employee guidelines, coordinating responses across divisions, and generating departmental reports.

Required are two years of supervisory experience, strong Microsoft Office skills, and the ability to manage time and adapt to flexible hours, including nights, weekends, and holidays.

Qualifications

• High School Diploma or equivalent.
• Two years supervisory experience.
• Three years in a customer call center with excellent service and handling complaints.
• Proficient with Microsoft Office Suite.
• Able to communicate effectively, both orally and in writing.
• Able to manage time and workload with attention to detail.
• Availability to work flexible hours, including nights, weekends and holidays.

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 enhance customer service.
• Researches customer service issues and routes contacts to appropriate departments; coordinates to gather info for responses.
• Prepares departmental statistical reports using various reporting tools.

Skills

Supervisory experience

Customer service

Microsoft Office Suite

Communication skills

Time management

Education

High School Diploma or equivalent

Job description

Regional Transportation District (RTD) is seeking a Supervisory Call Center role to oversee daily operations and coach staff in delivering high-quality service. This position involves enforcing employee guidelines, coordinating responses across divisions, and generating departmental reports.

Required are two years of supervisory experience, strong Microsoft Office skills, and the ability to manage time and adapt to flexible hours, including nights, weekends, and holidays.