Supervisor, Telephone 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

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.)

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 Acquisition team [e-mail]. To learn more or see our EEO policy, please visit our EEO page at: https://www.rtd-denver.com/open-records/reports-and-policies/eeo-policy RTD posts a compensation range that represents a good faith estimate of what RTD anticipates paying for the position at the time of posting. Starting salary is based on the candidate’s relevant and verified education, training and work experience. Applicants should submit all relevant and verifiable education, training and work experiences at the time of application.

RTD provides public transportation services in an eight-county region centered in Denver, Colorado. As a public agency, employees are dedicated to serving the public and providing for the transportation needs of over 3.1 million area residents as well as visitors to the region. Services include bus, rail, shuttles, ADA paratransit services, demand-responsive services, vanpools, and more. The agency’s dedicated workforce epitomizes RTD’s mission of making lives better through connections. In 2024, the system had more than 65 million boardings, a number that has seen year-over-year increases since 2020. RTD employs over 3,100 people and has an operating budget of $1.5 billion. Together, RTD employees work hard to keep this region moving day and night. RTD is committed to full equal opportunity and affirmative action for all applicants and employees. Equal opportunity ensures all qualified applicants and employees are treated fairly and not discriminated against with regard to the individual’s race, color, national origin, sex, pregnancy, age, disability, creed, religion, sexual orientation, gender identity, gender expression, veteran status, political affiliation, or political philosophy. RTD participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.