Customer Service Supervisor in Baltimore, Maryland at Talantage, LLC

Job Tile: Customer Service Supervisor

Position Summary:
The Customer Service Supervisor oversees daily customer service operation, ensuring high-quality support for paratransit customers, including ADA service users. This role ensures compliance with service standards, manages staff performance, and supports customer communication and issue resolution.

Key Responsibilities:

• Supervise and lead customer service representatives handling inbound/outbound calls.
• Ensure delivery of high-quality customer service aligned with ADA and MTA service expectations.
• Monitor call center performance metrics (call handling time, resolution rates, customer satisfaction).
• Manage escalated customer complaints and service issues.
• Coordinate with dispatch, scheduling, and operations teams to resolve service disruptions.
• Train, coach, and evaluate staff performance; implement corrective actions as needed.
• Ensure adherence to policies, procedures, and compliance requirements.
• Support quality assurance and continuous improvement initiatives.
• Maintain accurate documentation and reporting of customer interactions and trends.

Qualifications:

• 3–5+ years of supervisory experience in a call center or customer service environment.
• Experience in transit, paratransit, or public service operations preferred.
• Strong leadership, communication, and conflict-resolution skills.
• Knowledge of ADA customer service requirements (preferred).
• Ability to work in a 24/7 operational environment.

Talantage, LLC is committed to presenting candidates that contribute to an organizations culture of inclusivity and its commitment to diversity in the workplace are demonstrated through our recruitment practices. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, or veteran status. Our equal opportunity employment efforts comply with all applicable U.S. state and federal laws governing non-discrimination in employment. #INDHP