Supervisor, Telephone Information Center

rtddenver; United States; On-site; USD 71,000 - 100,000; Full time

Job summary

Regional Transportation District (RTD) seeks a supervisory level professional to lead call center staff, monitor performance, and ensure adherence to Employee Guidelines under the Collective Bargaining Agreement.

You will coach agents, resolve customer issues, and produce departmental reports while collaborating with multiple divisions. Flexible hours include nights, weekends, and holidays; RTD emphasizes diversity and an inclusive workplace.

Qualifications

• High School Diploma or equivalent.
• Two years of supervisory experience.
• Three years in a customer call center providing excellent service.
• Proficient with Microsoft Office Suite.
• Ability to communicate effectively, orally and in writing.
• Ability to use sound judgment.
• Ability to manage time and workload effectively which includes planning, organizing, and prioritizing with attention to details.
• Availability to work flexible hours and shifts, including nights, weekends, and holidays.
• OR An equivalent combination of education, experience, knowledge, skills, abilities.

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, as necessary, according to the terms of the Collective Bargaining Agreement.
• Uses call monitoring to coach and enhance customer service skills, ensuring customers are provided accurate information in a positive manner.
• Researches customer service issues and routes customer contacts to the appropriate department for a response; coordinates with all divisions to gather information needed for responses.
• Prepares departmental statistical reports using information provided through a variety of reporting tools.

Skills

Supervisory experience

Customer service

Communication skills

Time management

Flexible hours

Call center

Writing ability

Education

High School Diploma

Equivalent combination of education/experience

Tools

Microsoft Office Suite

Job description

At Regional Transportation District (RTD), We make lives better through connections!

When you join RTD, you will be among dedicated employees exhibiting RTD's values of passion, respect, diversity, trustworthiness, collaboration, and ownership. RTD is committed to an inclusive and diverse workplace. As part of our diversity value statement, we encourage our employees to honor diversity in thought, people, and experience. Come join RTD on this great journey to be the trusted leader in mobility, delivering excellence and value to our customers and community.

RTD Employee Benefits: https://www.rtd-denver.com/careers/benefits (RTD Represented Employee Benefits: Please refer to the Labor Agreement included in the above link for details.)

Supervises, monitors, and evaluates staff on a regular basis, assisting with customer calls as necessary. This position is responsible for union contract administration and application of the organization's policies. This position is also responsible for statistical reporting and a variety of other duties.

Duties & Responsibilities:

ESSENTIAL:

• 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, as necessary, according to the terms of the Collective Bargaining Agreement.
• Uses call monitoring to coach and enhance customer service skills, ensuring that customers are provided accurate information in a positive manner.
• Researches customer service issues and routes customer contacts to the appropriate department for a response; coordinates with all divisions to gather information needed for responses.
• Prepares departmental statistical reports using information provided through a variety of reporting tools

OTHER :

• All job-related duties as assigned.

Qualifications:

• High School Diploma or equivalent;
• A minimum of two years of supervisory experience.
• A minimum of three years of experience in a customer call center providing excellent customer service while dealing with complaints, commendations, and suggestions.
• Proficient with Microsoft Office Suite.
• Ability to communicate effectively, orally and in writing.
• Ability to use sound judgment.
• Ability to manage time and workload effectively which includes planning, organizing, and prioritizing with attention to details.
• Availability to work flexible hours and shifts, including nights, weekends, and holidays.
• OR
• An equivalent combination of education, experience, knowledge, skills, abilities.

WORKING ENVIRONMENT AND PHYSICAL REQUIREMENTS

The work environment and physical demands described here are representative of those required by an employee to perform the essential functions of this job with or without reasonable accommodations.

The work environment is a typical office environment with minimal exposure to excessive noise or adverse environmental issues.

Pay Range:

$71,043.00 - $100,348.50 Annual EEO POLICY AND ADA ACCOMMODATIONS

RTD is proud to be an Equal Opportunity Employer, supporting diversity, equity, and inclusion in the workplace. All applicants will be considered for employment regardless to the race, sex, disability status or any other characteristic protected by law and we encourage candidates from all identities, backgrounds, and abilities to apply. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status, or any other protected status in accordance with applicable law. RTD is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, pre-employment testing, participating in the employee selection process, promotions, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require a reasonable accommodation, please reach out to our Employment ADA Coordinator Kris Frazier at [e-mail], or the Talent Acquisi