Call Center Supervisor

Transdev is seeking a customer service-oriented Call Center Supervisor in Chicago, IL to lead a team dedicated to safety and high-level service in a multimode transit system.

About Transdev

Transdev partners with cities, counties, airports, companies, and universities across the U.S. to operate transportation systems, maintain fleets, and deliver mobility solutions. With 32,000 employees across 400 U.S. locations and over 17,000 vehicles, Transdev is a global leader in mobility, operating in 19 countries with 110,000 team members worldwide.

Pay

Competitive hourly rate: $22.28 – $27.23.

Benefits

• Vacation: minimum of two weeks
• Sick days: 5 days
• Holidays: 12 days (8 standard, 4 floating)
• 401(k) retirement plan
• Medical, dental, and vision insurance
• Life insurance
• Short-term disability
• Voluntary long-term disability

Benefits may vary by location policy.

Responsibilities

• Manage a team of Customer Service Representatives to efficiently schedule paratransit reservations and resolve customer service challenges.
• Provide timely and constructive performance feedback; develop employees and offer career growth opportunities.
• Lead continuous improvement activities by reviewing, changing, and enhancing processes to align with customer expectations and organizational goals.
• Develop and monitor operations of the customer service center, including policies, procedures, operating structure, and workflow.
• Ensure work volume meets company standards and customer satisfaction.
• Identify trends and initiate improvements to achieve goals while maintaining uninterrupted service levels.
• Other duties as assigned.

Requirements

• Bachelor’s degree or equivalent experience.
• Seven to ten years of relevant leadership experience in a customer service or call center environment.
• Pleasant telephone voice and manner.
• Strong written and oral communication skills.
• Strong listening skills and ability to remain courteous with difficult or angry customers.
• Strong computer/PC experience.
• Ability to train, coach, and manage staff performance.
• Travel requirement: less than 5% of time for occasional meetings or training.

Physical Requirements

• Work is primarily indoors in air-conditioned or well-ventilated facilities.
• Sit, type, and look at a computer for extended periods (6–9 hours per day).
• Effectively communicate in person, by phone, and in written correspondence.
• Work in an office or cubicle equipped with a telephone and computer.
• Push, pull, and lift objects up to 50 pounds occasionally throughout the workday.
• Bend, kneel, or crouch occasionally to access files or equipment stored at ground level.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Transdev complies with federal and state disability laws.

Additional Information

• Must be eligible to work in the United States without requiring sponsorship now or in the future.
• Must successfully pass a pre-employment drug screen.
• Transdev maintains a drug-free workplace.