Office Manager – Metro QC

Keolis is seeking an experienced Office Manager to support transit operations in Rock Island, Illinois.

About the Role

This position oversees daily office operations, human resources, payroll administration, customer service, and compliance with FTA and ADA guidelines. The Office Manager ensures smooth service delivery, accurate reporting, and a positive work environment while working flexible schedules that may include nights, weekends, and holidays.

Responsibilities

• Review current and past service performance using reports, surveys, and analytical tools (e.g., root-cause analysis, data-driven solutions, employee feedback) to improve service delivery, customer service, and accountability.
• Collaborate with the General Manager and performance monitoring team to drive continuous improvement through workforce engagement and morale initiatives.
• Ensure on-time pullouts by monitoring operator arrival times and assigning extraboard operators as needed.
• Monitor operator check-ins and perform fit-for-duty checks, including appearance and credential verification.
• Manage absenteeism and address unplanned absences.
• Attend meetings with operators to assist in resolving service and/or vehicle problems.
• Perform dispatch/reservation duties as needed to ensure full coverage.
• Maintain and furnish all contract-related documents, including on-time performance, penalty compliance, customer complaints, resolutions, and staffing reports.
• Update weekly/monthly data for the VIZ room, including all measurable KPIs.
• Manage client requests for weekly and monthly reports and audits.
• Oversee office inventory and coordinate with vendors to ensure regular supply of materials.
• Produce monthly billing and required reporting per the client contract.
• Resolve immediate and long-term customer-service concerns using data and root-cause analysis for continuous improvement.
• Record all incidents, customer comments, compliments, and no-shows.
• Conduct customer service activities, including reviewing and recommending actions.
• Perform general investigations and respond to customer feedback.
• Ensure client’s compliments and complaint standards are met and all feedback is reviewed and responded to per agreed standards.
• Serve as liaison with the corporate office for payroll and related records, implementing controls and audits to maintain accuracy and integrity.
• Partner with Finance to ensure proper accounting, reporting, and reconciliation of labor expenses.
• Oversee all HR functions, including talent acquisition, employee relations, labor relations, and compliance.
• Administer company leave of absence policies and serve as liaison between corporate HR and leaves department for employee-related matters.
• Assist with internal communications tools to improve engagement and foster an inclusive, supportive workplace.
• Coordinate employee appreciation activities and events related to organizational culture development.
• Maintain employee confidentiality.
• Ensure the Road Traffic Safety Management System (RTSMS) conforms to requirements and delivers intended outputs.
• Report RTSMS performance to management and identify opportunities for improvement or innovation.
• Promote customer focus throughout the organization and maintain RTSMS integrity during changes.

Requirements

• At least 3 years of experience as an Office Manager or equivalent in transit or logistics.
• Paratransit ADA experience required.
• Extensive knowledge of FTA and ADA guidelines.
• Prior dispatching/reservation experience required.
• High School Diploma or equivalent; BS/BA in Business Administration a plus.
• 3 years’ experience in HR and payroll administration.
• Experience analyzing data and reporting.
• Intermediate knowledge and experience with Microsoft Office Suite.
• Ability to work without direct supervision.
• Ability to read, write, and speak English.
• Computer literacy.

Skills

• High level of attention to detail.
• Effective written and oral communication skills.
• Excellent customer service skills.
• Strong organizational and planning skills.
• Strong practical, analytical, and problem-solving skills.
• Basic math skills.

Physical Demands and Work Environment

The role may involve the following physical demands:

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, and repetitive hand-wrist motions.
• Traversing uneven surfaces.
• Exposure to extreme heat and cold, loud noises, fumes, and airborne particles.

Office staff typically work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with telephones and computers, and may entail typing or looking at a computer screen.