Customer Service Supervisor $52,000 annually

RATP Dev USA - Your future. Our destination.

We are transit. We make distances feel shorter and bring people together. We are a community.

Do you see yourself finding solutions to make distances feel shorter? Are you seeking to make an impactful difference and where do you bring people together? If so, come join our team where you are part of a community, not just an employee.

At RATP Dev USA, we seek to foster a culture where people feel valued, where their voices are heard, and their needs are a priority. We value diversity and inclusion, as well as people who are collaborative and seek solutions that make an impactful difference within our teams, the company, our clients, and the communities we serve.

Our RATP Dev USA Safety Culture prioritizes the well-being of our employees, clients, passengers, and communities we serve. They are the heart of our business and ensuring all can return home to their families and friends safe and without injury is what we strive to do.

Through our diverse cultural experiences, we bring innovative transportation solutions. We possess a shared commitment and responsibility to our communities to provide our operational expertise and services in leading quality and safety best practices in everything we do with integrity, honesty, and sustainability.

 Your future with RATP Dev USA:

 Our Core Values:

· People:

People are at the heart of our business: employees, clients, passengers, and the communities we serve.

· Diversity:

We draw on experience across cultures, generations, and oceans to encourage innovative transportation solutions.

· Responsibility & Accountability:

We provide services steeped in professionalism, integrity, honesty, sustainability, and accountability.

· Quality:

Our operational expertise and industry-leading best practices promote quality service and lasting partnerships.

· Safety:

Above all, we are committed to safety and security in everything we do.

 Our destination:

To develop and optimize public transit systems, but also to boost the economy and quality of life, in order to make distances feel shorter and bring people together. -Hiba Farès, President of the Executive Board.

Job Summary

The Customer Service Supervisor ensures efficient, high-quality operation of the customer service call center and retail desk. This includes supervising staff, monitoring performance, managing escalations, overseeing customer interactions, supporting eligibility processes, and ensuring adherence to policies and safety standards.

This leader models desired behaviors, champions customer service excellence, fosters a respectful and inclusive work environment, and reinforces RATP Dev USA’s safety-focused culture. The role works collaboratively with Operations, Safety, HR, and other departments to support exceptional daily service delivery.

The Customer Service Supervisor reports to the Customer Service Manager. 

Key Competencies of the Ideal Candidate

• Highly conscientious leader dedicated to promoting a positive, inclusive, and respectful work environment.
• Accountability in performance, follow-through, and decision-making
• Excellent communication skills (verbal, written, and interpersonal)
• Safety‑minded and dedicated to delivering world-class customer service.
• Technical competence in customer service systems, call center platforms, and reporting.
• Credibility and trustworthiness in leadership interactions
• Results-driven, analytical, and proactive problem-solver
• Strong judgment in high-pressure situations

Essential Duties & Responsibilities

Customer Service & Call Center Operations

• Oversee daily operations of the inbound call center, ensuring high-quality service for Paratransit, Demand Response, and fixed-route inquiries.
• Supervise scheduling, real-time service support, complaint intake, eligibility questions, and customer trip planning.
• Conduct daily call monitoring, coaching, and mentoring of agents.
• Manage escalated calls and intervene directly when needed.
• Ensure customer interactions reflect professionalism, empathy, and RATP Dev USA service standards.
• Support retail desk operations, including pass sales, deposits, and reconciliation.
• Support Fare reconciliation and money room management.
• Work flexible schedules, including evenings, nights, weekends, and holidays.
• Perform other related duties as assigned.

Team Leadership & Supervision

• Supervise, train, mentor, and develop call center agents, fostering a high‑performance team culture.
• Provide ongoing coaching, assessments, documentation, and performance feedback.
• Conduct disciplinary reviews, fact-finding investigations, and support progressive discipline following policies and collective bargaining agreements.
• Maintain staff morale, engagement, and motivation.

Operational Management & Reporting

• Monitor key performance indicators such as call abandonment rates, hold times, productivity, accuracy, and customer satisfaction.
• Identify operational gaps and implement improvements in workflow, technology usage, and customer interactions.
• Prepare monthly and annual performance reports for leadership.
• Maintain accurate records, logs, financial entries, and documentation related to call center and retail desk operations.
• Coordinate staffing plans, schedules, and workload distribution.

Compliance, Safety & Quality Assurance

• Promote and enforce RATP Dev USA’s safety culture and adherence to safety/security protocols.
• Ensure staff compliance with ADA, Title VI, EEOC, and regulatory requirements.
• Assist in handling eligibility processes and related documentation.
• Support complaint investigation, resolution, and escalation pathways.
• Monitor and enforce attendance policies, operational guidelines, and service standards.

Cross‑Department Collaboration

• Serve as a liaison between Customer Service, Operations, Maintenance, Safety, HR, and Management.
• Provide field and operational context to Customer Service Representatives and leadership as needed.
• Participate in safety meetings, service reviews, and continuous improvement initiatives.
• Support special projects, service changes, operational updates, and community outreach efforts.

Education & Experience Requirements

• High School Diploma or GED required; Associate degree preferred.
• 5+ years of experience in a call center, customer service, or related field, with at least 2 years in a supervisory or lead role.
• Experience in transit or paratransit customer service is highly preferred.
• Certifications in customer service, call center management, or leadership are a plus.

Knowledge, Skills & Abilities

Knowledge

• Customer service strategies, call center operations, and performance management.
• ADA, Title VI, EEOC, and transit operations regulations
• Call center technology and phone systems.
• Basic accounting for deposits, reconciliation, and payment processing

Skills

• Excellent communication, negotiation, and active listening
• Strong organizational and time management abilities
• Proficiency in MS Office, Excel, SharePoint, PowerPoint, Kronos, ADP, scheduling software, and call center systems, and SPARE.
• Analytical skills for data review, reporting, and action planning

Abilities

• Lead and motivate diverse teams in a fast-paced environment.
• Handle stress, multitask, and make sound decisions under pressure.
• Work across multiple locations and collaborate effectively with all levels of the organization.
• Manage confidential information with professionalism and integrity.

Leadership Model for Success

• Leadership: Team Building, Performance Management, Staff Development
• Business: Business Acumen, Strategic Vision, Sound Decision-Making
• Interpersonal: Trust, Relationship-Building, Influencing Others, Effective Communication
• Well, being Stress Management, Work-Life Balance, Mental Wellness

Professional Growth & Development

RATP Dev USA is committed to developing its team members through programs such as:

• Leadership Development
• Mentorship & Coaching
• Safety, Security & Compliance Training
• Technical and Soft Skills Training
• “Grow Our Own” Leadership Pathways

Customer Service Supervisor $52,000 annually 

Benefits

·         We offer competitive compensation and benefits (which vary based on role, location, and business), including medical/dental/vision, 401(k), and paid holiday/vacation.

·         We are an Equal Opportunity Employer & We Welcome Diversity to our Teams!