Paratransit Call Center Supervisor: Lead, Optimize & Inspire

Transdev North America, Inc.; Tinley Park (IL); On-site; USD 31,000 - 34,000; Full time

Benefits offered by this job

Two weeks vacation

Sick days: 5 days

Holidays: 10 days (8 standard, 2 float

401(k) retirement plan

Medical, dental, and vision insurance

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev North America, Inc. in Tinley Park, IL is seeking a Call Center Supervisor to lead a team of Customer Service Representatives supporting paratransit reservations. The role focuses on delivering safe, reliable service and resolving customer issues efficiently.

You will coach staff, monitor performance, implement process improvements, and ensure service levels meet company standards. A bachelor's degree and 3 years of leadership in a call center are required.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3 years of supervisor or relevant leadership experience in a customer service or call center environment.

Responsibilities

• Manages a team of Customer Service Representatives to efficiently schedule paratransit reservations and resolve customer service challenges for a multimode transit system.
• Ability to work with and resolve customer concerns and complaints.
• Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.
• Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
• Develops and monitors operations of the customer service center including policies and procedures, operating structure, and workflow.
• Ensures the volume of work produced meets company standards and ensures customer satisfaction.
• Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
• Other duties as assigned.

Skills

Strong listening skills

Strong written and oral communication

Training and coaching

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Trapeze

Job description

Transdev North America, Inc. in Tinley Park, IL is seeking a Call Center Supervisor to lead a team of Customer Service Representatives supporting paratransit reservations. The role focuses on delivering safe, reliable service and resolving customer issues efficiently.

You will coach staff, monitor performance, implement process improvements, and ensure service levels meet company standards. A bachelor's degree and 3 years of leadership in a call center are required.