Customer Relations Center Supervisor

NFTA; Buffalo (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

The NFTA is seeking a Customer Relations Supervisor to oversee the Customer Relations Center and Call Center operations, including fare collection and Reduced Fare programs. The role requires guiding staff, analyzing data, and ensuring high-quality customer service.

Ideal candidates will have a Bachelor’s degree and at least three years in customer service with supervisory experience, plus strong MS Office skills.

Qualifications

• Bachelor’s degree in Business Administration, Communications or related field.
• At least three years related experience in customer service, call center, or similar environment.
• Two years related supervisory experience. Proficiency with MS Office (Word, Excel) and experience analyzing data and creating reports.

Responsibilities

• Supervise daily operations of the Customer Relations Center and Call Center to ensure quality customer service.
• Oversee special projects and coordinate with other departments to ensure quality service delivery.
• Interpret policies, ensure compliance, and recommend changes to improve fairness and service.

Skills

Customer service principles

Supervisory experience

Data analysis

Communication skills

Education

Bachelor’s degree in Business Administration, Communications or related field

Tools

MS Word

MS Excel

Job description

The NFTA is seeking a Customer Relations Supervisor to oversee the Customer Relations Center and Call Center operations, including fare collection and Reduced Fare programs. The role requires guiding staff, analyzing data, and ensuring high-quality customer service.

Ideal candidates will have a Bachelor’s degree and at least three years in customer service with supervisory experience, plus strong MS Office skills.