Operations Administrative Supervisor: Customer Service Leader

Keolis America Inc.; Framingham (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

Keolis America Inc. in Framingham, MA is seeking an Administrative Supervisor to support the administrative team and ensure efficient operation of the office.

You will research and respond to Customer Service inquiries from passengers, employees and other stakeholders, supervise the department, and contribute to reporting, contract compliance, quality assurance and overall service quality. This role emphasizes strong organizational skills, customer focus, and the ability to manage multiple tasks

Qualifications

• Minimum 3 years in an Administrative Supervisor or similar role.
• High school diploma or GED required; BS/BA in Business Administration is a plus.
• Proficient in Microsoft Word (writing and editing) and Excel (including pivot tables).
• Strong background in customer service and working in fast-paced environments.

Responsibilities

• Maintain and manage all contract-related documentation (e.g., performance, compliance, complaints, staffing).
• Prepare and submit weekly/monthly reports and audits as requested by the client.
• Serve as backup for payroll and leave tracking.
• Manage office inventory and vendor relationships.
• Ensure confidentiality of employee information.
• Perform other administrative tasks as needed.
• Supervise customer service team and assist with escalated issues.
• Investigate customer complaints and recommend corrective actions.
• Track and analyze customer service KPIs to improve satisfaction.
• Conduct interviews with drivers and passengers to gather feedback.
• Review vehicle footage to resolve incidents.
• Respond to client inquiries and implement complaint reduction strategies.
• Monitor route departures at the Blandin Hub and ensure timely pull-outs.
• Operate MWRTA’s pull-in/pull-out software and report delays.
• Collaborate with management to compile performance metrics and monthly reports.

Skills

Time management

Multitasking

Detail orientation

Communication

Education

High school diploma or GED

BS/BA in Business Administration

Tools

Microsoft Word

Excel (pivot tables)

Job description

Keolis America Inc. in Framingham, MA is seeking an Administrative Supervisor to support the administrative team and ensure efficient operation of the office.

You will research and respond to Customer Service inquiries from passengers, employees and other stakeholders, supervise the department, and contribute to reporting, contract compliance, quality assurance and overall service quality. This role emphasizes strong organizational skills, customer focus, and the ability to manage multiple tasks