Transit Call Center Supervisor & ADA Programs Lead

Metropolitan Tulsa Transit Authority; Tulsa (OK); On-site; USD 60,000 - 85,000; Full time

Job summary

MetroLink Tulsa Call Center is seeking a Supervisor to manage the call center and transfer station operations, and to assist the ADA paratransit eligibility program. This role collaborates with service providers and various departments to address operational challenges.

The supervisor will lead staff recruitment, training, scheduling, and performance evaluations, while ensuring accurate payroll processing, QA checks, and effective customer service.

Qualifications

• Bachelor's degree required or equivalent work experience.
• Excellent communication skills with the public and staff.
• Proficient in Microsoft Word and Excel; able to multitask.

Responsibilities

• Manage MetroLink Tulsa Call Center operations.
• Communicate with customers, service providers, staff and agencies.
• Oversee staff hiring, training, performance, and evaluations.
• Create staff schedules and cover call outs and leave.
• Prepare payroll records for staff.
• Oversee ADA paratransit eligibility process and oversight.
• Supervise policy implementation and procedures.
• Perform weekly quality assurance checks.
• Process Reduced Fare applications.
• Prepare weekly, monthly, and annual reporting.
• Develop training materials and deliver trainings; maintain documents.
• Create customer service training for quarterly meetings.
• Assist HR by investigating customer complaints and feedback.
• Perform other incidental duties as assigned.

Skills

Leadership

Communication

Organizational skills

Attendance

Multitasking

Education

Bachelor's degree

Tools

Microsoft Word

Excel

Job description

MetroLink Tulsa Call Center is seeking a Supervisor to manage the call center and transfer station operations, and to assist the ADA paratransit eligibility program. This role collaborates with service providers and various departments to address operational challenges.

The supervisor will lead staff recruitment, training, scheduling, and performance evaluations, while ensuring accurate payroll processing, QA checks, and effective customer service.