Customer Service Lead - Call Center & Training

MetroLink Tulsa; Oklahoma; On-site; USD 25,000 - 27,000; Full time

Job summary

MetroLink Tulsa is hiring a Customer Service Representative Lead in Tulsa, OK. You will supervise call center operations, train staff, analyze performance, ensure ADA compliance, and manage policy communications.

The role requires strong customer service experience, excellent communication skills, and familiarity with MS Word and Excel. Evening/weekend availability and driving a company vehicle are expected.

Qualifications

• Experience in a customer service-related field is required.
• Excellent communication skills, both in person and on the telephone.
• Experience with training is preferred.

Responsibilities

• Supervise Call Center Operations: Oversee and answer incoming calls, manage and make trip reservations, handle scheduling to ensure efficient service.
• Support and Train Staff: Assist with new-hire and ongoing training; provide daily support and monitor performance and QA.
• Analyze Performance & Optimize Scheduling: Prepare reports; assist with workload forecasts; identify opportunities for improvement.
• Manage ADA Compliance: Ensure ADA compliance; work with Mobility Coordinator; serve as an ADA resource.
• Oversee MetroLink Policies: Manage No-Call/No-Show policy; prepare and distribute passenger communications.
• Maintain Operational Readiness: Update schedules; cover vacations and holidays.
• Perform Administrative Tasks: Attend meetings, trainings; keep information confidential.

Skills

Customer service

Communication skills

MS Word

MS Excel

Training experience

Tools

Microsoft Word

Excel

Job description

MetroLink Tulsa is hiring a Customer Service Representative Lead in Tulsa, OK. You will supervise call center operations, train staff, analyze performance, ensure ADA compliance, and manage policy communications.

The role requires strong customer service experience, excellent communication skills, and familiarity with MS Word and Excel. Evening/weekend availability and driving a company vehicle are expected.