Call Center Supervisor: Lead Reservations & Quality

Transdev North America, Inc.; Englewood (CO); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Vacation (2 weeks)

Sick days (5)

Holidays (7)

401(k)

Medical

Dental

Vision

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev North America, Inc. in Englewood, CO is seeking a Call Center Supervisor to support management and ensure efficient reservations operations.

You will help meet performance goals, assist in scheduling, and work with Lead Reservationists to address customer-facing issues and uphold service standards. Responsibilities include monitoring staff, coaching, and implementing corrective actions while promoting a positive work environment.

Qualifications

• Minimum of 2 years of customer service and call center supervisory experience.
• Strong administrative, organizational, conflict resolution, and communication skills.
• Proficiency in Microsoft Office and familiarity with scheduling software.
• Knowledge of Trapeze scheduling software is preferred.

Responsibilities

• Administrative Support: assist the Project Manager in scheduling and performance tracking.
• Monitor reservationists and address performance issues in collaboration with Lead Reservationists.
• Coach and supervise staff; participate in promotions with senior management.
• Maintain regular communication with managers; resolve immediate customer-facing issues.
• Help manage reservations schedules and ensure staffing levels and service quality.
• Support quality assurance and back up reservations duties when needed.
• Identify opportunities for process improvements and regulatory compliance.
• Attend meetings and represent the reservations team when needed.
• Escalate issues outside normal parameters to the Reservations Manager or HR.

Skills

Customer service

Call center supervision

MS Office

Paratransit scheduling software

Trapeze

Education

High school diploma or GED

Tools

Trapeze

Job description

Transdev North America, Inc. in Englewood, CO is seeking a Call Center Supervisor to support management and ensure efficient reservations operations.

You will help meet performance goals, assist in scheduling, and work with Lead Reservationists to address customer-facing issues and uphold service standards. Responsibilities include monitoring staff, coaching, and implementing corrective actions while promoting a positive work environment.