Lead Call Center Supervisor – Information Center

RTD - Regional Transportation District of Denver, CO (RTD); United States; On-site; USD 71,000 - 100,000; Full time

Job summary

Regional Transportation District (RTD) seeks a supervisory call center leader to guide daily operations, coach staff, and ensure consistent application of employee guidelines. The role focuses on maintaining high-quality customer interactions and timely issue resolution.

This position requires coordinating with multiple divisions, producing departmental reports, and supporting RTD’s commitment to exceptional service and diversity.

Qualifications

• High School Diploma or equivalent required.
• Minimum two years of supervisory experience.
• Minimum three years in a customer call center with strong service skills.
• Proficient with Microsoft Office Suite.
• Ability to communicate effectively, both orally and in writing.

Responsibilities

• Supervises call center staff, assigns work, trains, coaches, and counsels to ensure consistent application of Employee Guidelines, processes and procedures and holds employees accountable for the performance of their responsibilities.
• Administers progressive discipline according to the Collective Bargaining Agreement.
• Uses call monitoring to coach and enhance customer service skills providing accurate information.
• Researches customer service issues and routes contacts to appropriate department; coordinates with divisions for information.
• Prepares departmental statistical reports using various reporting tools.

Skills

Supervisory experience

Customer service excellence

Oral and written communication

Time management

Flexible hours

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

Job description

Regional Transportation District (RTD) seeks a supervisory call center leader to guide daily operations, coach staff, and ensure consistent application of employee guidelines. The role focuses on maintaining high-quality customer interactions and timely issue resolution.

This position requires coordinating with multiple divisions, producing departmental reports, and supporting RTD’s commitment to exceptional service and diversity.