Customer Service Representative Supervisor

Paratransit Call Center Supervisor

We're looking for a compassionate, experienced, and organized leader to supervise daily operations in our paratransit call center. In this role, you'll lead a team of customer service representatives who support older adults and individuals with disabilities by helping them schedule and manage their essential transportation needs. You'll provide hands-on coaching, resolve complex customer concerns, and ensure our team consistently delivers respectful, reliable, and person-centered service. The ideal candidate brings strong leadership skills, compassion, and a commitment to accessibility, inclusion, and high-quality service. You'll be instrumental in creating a positive environment for both our riders and staffmaking sure every call is met with dignity, patience, and professionalism.

About You : We're looking for the kind of leader who believes that every interaction matters, especially when it involves people who depend on reliable, accessible transportation to maintain their independence. You bring a calm, patient, and empathetic approach, even when things get busy or challenging. You thrive in a fast-paced customer service environment, and you know how to motivate a team, resolve issues quickly, and ensure no one feels left behind.

Our ideal candidate has experience supervising in a call center or customer service setting and is passionate about making a difference in the lives of others. Your tech-savvy, detail-oriented, and confident in coaching staff, monitoring performance, and improving processes. Just as important, you're a clear communicator and an excellent problem-solver who can de-escalate concerns with professionalism and care.

If you're ready to lead a team that helps vulnerable community members, get where they need to go safely and with dignity, we'd love to meet you.

About Us : We are a dedicated team within the City of Raleigh's Transportation Department, committed to delivering safe, accessible, and dependable transportation services for older adults and individuals with disabilities. Our division operates the Paratransit Call Center and manages a range of vital functions, including fare collection, customer eligibility and onboarding, and coordination with taxi service providers. We also oversee the review and approval of monthly taxi invoices and ensure timely provider paymentsall while keeping customer service and equity at the heart of what we do.

Working for the City of Raleigh offers more than just a job, it's a chance to serve your community and grow your career in a supportive, values-driven environment. Some of the top benefits of working with us include :

• Excellent benefits including medical, dental, and vision coverage
• Generous paid leave and holiday schedule
• Retirement plans with City contributions
• Ongoing training and professional development opportunities
• Supportive work culture that celebrates a broad range of experiences and perspectives
• Stability and security of a public service career
• Opportunities to make a real impact on the lives of community members who rely on essential transportation services

If you're passionate about helping others, leading a strong team, and improving access to transportation in Raleigh, we'd love to have you join us.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

As the Paratransit Call Center Supervisor, you'll focus on supporting both staff and riders by ensuring operations run smoothly and service remains top-notch. Here are the core duties you'll take on :

Education and Experience : Associate's Degree or 2 Years of College in Business Administration or related field; 3 to 5 years' experience in customer service or related field OR Any equivalent combination of training and / or experience that provides the required knowledge, skills and abilities may be substituted Preferred Qualifications : Supervisory experience in a high-volume call center, paratransit, or customer service environment Experience serving older adults, people with disabilities, or other vulnerable populations Familiarity with ADA paratransit regulations, accessible transit operations, or human services transportation Strong leadership skills, including the ability to train, coach, and motivate a team Experience with dispatching or scheduling software (e.g., Trapeze, RouteMatch, Ecolane) Proficiency in analyzing performance data and implementing process improvements Bilingual or multilingual abilities, especially in Spanish, ASL, or other locally spoken languages Excellent communication, conflict resolution, and problem-solving skills Experience creating or leading staff training programs

Knowledge : Customer service principles and call center best practices ADA paratransit regulations and accessibility standards Fare collection procedures and basic financial policies Public transportation operations and taxi service coordination Conflict resolution strategies, especially when working with vulnerable populations

Skills : Team supervision, including coaching, scheduling, and performance feedback Clear and empathetic verbal and written communication Ability to analyze call center data and service metrics Proficiency in call center or scheduling software, plus Microsoft Office Suite Strong time management and multitasking abilities Calm and professional response to customer escalations

Abilities : Build trust and rapport with staff, customers, and service partners Stay composed and solution-focused under pressure Prioritize tasks and delegate effectively in a busy environment Develop training materials and support continuous staff development Adapt to new tools, systems, or procedural changes Uphold values of equity, inclusion, and accessibility in all areas of service

ADA and Other Requirements : Work Environment and Physical Effort : Sedentary : Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and / or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Work Environment : Work is typically performed in an office or similar indoor environment. Work Exposures : Work in this position does not require frequent environmental exposures. Employees may occasionally be exposed to individuals who are hostile or irate.

City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.