Personnel management will include, but not limited to: training employees, providing guidance, assigning and directing work, addressing complaints, and resolving problems
Monitor team performance in relation to resolution time frame, quality and collaboration
Perform a second review for complaints designated invalid or with insufficient information
Provide leadership to include quality performance monitoring, improving processes and development of employees
Provide coaching, call support and balanced feedback to quality coordinators
Review workloads and assign complaints for investigation and resolution accordingly
Provide timely, professional responses to all compliant resolution contacts
Evaluate complaint Investigation audit and give affirmative and corrective action as necessary
Perform both operational and administrative functions, according to business need
Review, evaluate and report on contract performance data
Perform inspections of all Service Delivery and MOCC activities
Monitor Mobility Contractor operations and report deficiencies
Manage the customer compliant process
Assist MTA, as needed, in facilitating review and closure of any corrective action plans from the MOCC and Service Delivery contractors
Provide oversight, in conjunction with MTA, for safety
Review and monitor Service Delivery functions such as vehicle maintenance, operator training and performance, as well as Service Delivery facility inspections
Execute and manage resources assigned to special projects and tasks
Perform QA functions including but not limited to service monitoring, data sampling, data analysis, report preparation and reviewing information from the MOCC and Service Delivery Contractor(s)
Requirements
Experience, Education & Certifications:
High school degree G.E.D
2+ years' experience supervising an office or administrative function
3+ years of previous supervisory experience required, or equivalent related experience
Advanced analytical use of computers for word processing, spreadsheet analysis, database management, and development of presentations
Ability to develop strong working relationships with people of all levels
Ability to analyze/interpret difficult situations and quickly make recommendations for resolutions
Capacity to work independently and manage multiple priorities
Ability to multi-task, prioritize work and collaborate effectively under pressure
Strong interpersonal and supervisory skills
Demonstrated history of high performance in customer service
Proven experience dealing with conflict management and resolution
Intermediate level of proficiency or above in Microsoft Outlook, Word & Excel
Excellent time management skills
Ability to maintain high level of confidentiality
Even better if you have...
Associate's degree in Business Administrative Support, preferred
Knowledge of Paratransit guidelines, preferred
Knowledge of Trapeze PASS paratransit software suite or event-based paratransit application is required, and a detailed understanding of Trapeze is a plus
Benefits
Health and Life Insurance PlansDental and Vision Plans401(k) with a company matchPaid Time Off and Holiday PayMaternity/Paternity LeaveCasual Dress EnvironmentTuition ReimbursementMTM Perks Discount ProgramLeadership Mentoring OpportunitiesSalary Min: $47,920/ annuallySalary Max: $59,900/ annuallyEqual Opportunity Employer: MTHealth insuranceDental insuranceVision insurance401(k)
Additional Information
Make a Difference
At MTM Transit, you're not just part of a team-you're at the heart of a movement to remove community barriers nationwide. We're all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential.
What will your job look like?
The Supervisor, Administrative provides independent review and monitoring of the mobility service in accordance with MTA policies and procedures. The Supervisor, Administrative will be responsible for interfacing with MTA about various functions related to the scope of services provided by the MOCC, Service Delivery Contractor(s), and other third-party contracted services. The Supervisor, Administrative, is responsible for managing complaints for designated clients, in accordance with client requirements, MTM policies and procedures.
This position is contingent upon award of RFP.
Location: MTA Assessments- Baltimore, MD
Mtminc · Baltimore (assessment), MD