Operations Administrative Supervisor - Lead Customer Service

Keolis Transit America; Framingham (MA); On-site; USD 65,000 - 70,000; Full time

Job summary

Keolis Transit America is seeking an Administrative Supervisor (Operations) to support the administrative team and ensure efficient office operations in Framingham, MA. You will research and respond to customer inquiries from passengers, employees, and stakeholders, oversee daily CS activities, and help ensure contract compliance and service quality.

Requirements include a minimum of 3 years in an administrative supervisory role, a high school diploma (BS/BA preferred), and proficiency with Word

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 Word and Excel (pivot tables).
• Strong background in customer service and fast-paced environments.

Responsibilities

• Maintain and manage contract-related documentation (performance, compliance, complaints, staffing).
• Prepare and submit weekly/monthly reports and audits as requested by the client.
• Serve as payroll backup and manage leave tracking.
• Manage office inventory and vendor relationships.
• Ensure confidentiality of employee information.
• Supervise customer service team and handle escalated issues.
• Investigate complaints and implement corrective actions.
• Track KPIs to improve satisfaction and gather driver/passenger feedback.
• Monitor route departures and report delays; compile monthly performance metrics.

Skills

Time management

Attention to detail

Communication skills

Customer relations & problem solving

Education

High school diploma or GED

BS/BA in Business Administration

Tools

Microsoft Word

Excel (pivot tables)

Job description

Keolis Transit America is seeking an Administrative Supervisor (Operations) to support the administrative team and ensure efficient office operations in Framingham, MA. You will research and respond to customer inquiries from passengers, employees, and stakeholders, oversee daily CS activities, and help ensure contract compliance and service quality.

Requirements include a minimum of 3 years in an administrative supervisory role, a high school diploma (BS/BA preferred), and proficiency with Word