Administrative Supervisor (Operations)

Administrative Supervisor (Operations)

The Administrative Supervisor serves as support to the administrative team to ensure efficient operation of the office. Responsible for effectively and efficiently researching and responding to Customer Service related inquiries/comments from passengers employees and other stakeholders. Oversees the daily activities of the Customer Service Department and works to resolve Customer Service related issues. The position is also responsible for reporting contract compliance quality assurance and ensuring the overall quality of service.

Knowledge and Experience:

• Minimum 3 years in an Administrative Supervisor or similar role
• High school diploma or GED required; BS/BA in Business Administration is a plus
• Proficient in Microsoft Word (writing and editing) and Excel (including pivot tables)
• Strong background in customer service and working in fast-paced environments

Skills:

• Excellent time management and multitasking abilities
• High attention to detail and accuracy
• Strong written verbal and interpersonal communication skills
• Proven customer relations and problem-solving capabilities

Key Accountabilities:

Administrative

• Maintain and manage all contract-related documentation (e.g. performance compliance complaints staffing)
• Prepare and submit weekly/monthly reports and audits as requested by the client
• Serve as backup for payroll and leave tracking
• Manage office inventory and vendor relationships
• Ensure confidentiality of employee information
• Perform other administrative tasks as needed

Customer Service

• Supervise customer service team and assist with escalated issues
• Investigate customer complaints and recommend corrective actions
• Track and analyze customer service KPIs to improve satisfaction
• Conduct interviews with drivers and passengers to gather feedback
• Review vehicle footage to resolve incidents
• Respond to client inquiries and implement complaint reduction strategies

Business / Reporting Processes

• Monitor route departures at the Blandin Hub and ensure timely pull-outs
• Operate MWRTAs pull-in/pull-out software and report delays
• Collaborate with management to compile performance metrics and monthly reports

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the accommodation may be requested to enable individuals with disabilities to perform the essential functions.

All roles may entail to varying extents 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 repetitive hand-wrist motions and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises fumes and airborne particles;

In addition to the above demands inherent in every role the following roles may entail unique physical demands including:

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers laptops electronic hand-held devices complex electrical schematics diagnostic software and testing devices and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations employment for safety-sensitive positions will be contingent upon passing apre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also becontingent upon completion of abackground check consistent with applicable federal state and/or local laws.
• Safety commitment: Safety is a way of life atKeolis. By placing safety first we ensure the wellbeing of our employees customers and communities. Together we canbecome the safesttransportation company in the world.
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities wherewe operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race color sex religion age creed marital status national origin ancestry physical or mental disability sexual orientation pregnancy status genetic information veteran status gender identification or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process please contact Keolis complies with federal and state disability laws and provides reasonable accommodations to qualified applicants.
• Work authorization: Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits opportunities for development and growth throughout an exciting and rewarding career and the safest work environment possible.

Required Experience:

Manager