Customer Service Lead & Trainer – Call Center

MetroLink; Tulsa (OK); On-site; USD 25,000 - 27,000; Full time

Job summary

MetroLink Tulsa is seeking a Customer Service Representative Lead to be the welcoming voice of our call center. You will supervise operations, support staff, and ensure high-quality customer service for riders in the Tulsa area.

Responsibilities include training, scheduling analysis, ADA compliance oversight, and policy administration with RideCo. This role requires excellent communication, strong organizational skills, and the ability to handle multiple tasks with professionalism.

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, and resolve customer questions as needed, handling difficult situations with professionalism.
• Support and Train Staff: Assist with new-hire and ongoing training; provide daily support and monitor monthly performance and quality assurance checks.
• Analyze Performance & Optimize Scheduling: Prepare and analyze reports, statistics, and summaries; assist with workload forecasting and identify improvement opportunities.
• Manage ADA Compliance: Monitor services for ADA compliance and collaborate with Mobility Coordinator on policies.
• Oversee MetroLink Policies: Manage No-Call/No-Show policy with RideCo and communicate updates to passengers.
• Maintain Operational Readiness: Update schedules and cover vacations, sick leave, and holidays.
• Perform Administrative Tasks: Attend meetings and training; maintain confidentiality of passenger information.

Skills

Customer service

Communication

Training

MS Word

Excel

Tools

Microsoft Word

Excel

Job description

MetroLink Tulsa is seeking a Customer Service Representative Lead to be the welcoming voice of our call center. You will supervise operations, support staff, and ensure high-quality customer service for riders in the Tulsa area.

Responsibilities include training, scheduling analysis, ADA compliance oversight, and policy administration with RideCo. This role requires excellent communication, strong organizational skills, and the ability to handle multiple tasks with professionalism.