Supervisor, Call Center

PLEASE READ THIS DESCRIPTION THOROUGHLY. INTERESTED APPLICANTS MUST SUBMIT A COVER LETTER AND RESUME TO: HR@RIDESTC.ORG. TELL US HOW YOU HEARD ABOUT THE POSITION AND YOUR SALARY REQUIREMENTS:

Job Summary: Supervises operations and service delivery of the organization’s call center and routine administrative functions. Ensures relevant strategic objectives are achieved.

Reports to: Executive Director

Since 2005, Senior Transportation Connection (STC) has provided comprehensive, coordinated, efficient and affordable transportation to seniors and adults with disabilities throughout Cuyahoga county. STC passengers experience transportation insecurity, a situation that arises because of their physical inability to drive a car, access public transportation, or afford to maintain their own car. For many of these individuals, STC’s service is a lifeline, helping them live healthy and productive, independent lives. By 2030, the percentage of older adults in Cuyahoga County is expected to grow to 1/3 of the total population and STC will continue to ensure these residents make their medical appointments, senior center programs, and grocery store trips. STC provides these essential services to residents of the 30 communities and organizations.

Early in its organizational maturity, STC is on solid ground with strategic priorities in place, a happy and committed staff, and a diverse and devoted Board of Directors. The organization is seeking to hire a new Call Center Supervisor to join a leadership team poised to take the organization into its next stages of growth.

The Call Center Supervisor will be responsible for overseeing a high-quality team of customer service representatives who demonstrate great pride in serving the unique needs of Cuyahoga County’s senior and disabled citizens. S/he will also be responsible for vendor relations. This integral position demands someone passionate for the work, laser-focused on delivering the mission, outcome-oriented, and able to comfortably navigate the fast pace and delicate communication needs of excellent customer service. The role is primarily weekdays, and the size of department staff is approximately 10. Total organization size is under 100 employees. We offer a full complement of benefits, including easy and free parking.

The successful candidate will preferably have a college degree in business management or another field related to our work, and at least three years’ experience supervising customer service staff. Prior work experience in a call center is highly desirable.

Senior Transportation Connection is an EEO Employer

All final candidates will be subject to a criminal background check, credit check, and drug/alcohol screening prior to hire.