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Job Title Call Center/ Dispatch Supervisor
Location Lancaster, CA
Department Customer Service
FLSA Status Non-Exempt
Shifts hiring Full-time
Additional Information KTA00447

Job Title

Call Center/ Dispatch Supervisor


Lancaster, CA


Customer Service

FLSA Status


Reports to

Operations Manager

Pay Grade



Role purpose:

Oversee and Supervise Call Center



Knowledge and Experience

  • Strong Customer Service Skills
  • Ability to problem solve in a fast pace environment
  • Strong Computer Skills (Microsoft Office)
  • Excellent interpersonal skills and ability to work with and manage a diverse group of employees
  • Demonstrate ability to handle multiple projects and prioritize in a fast-paced environment
  • Ability to maintain a high level of confidentiality
  • Leadership and analytical skills
  • Ability to make sound business judgments
  • Excellent communication skills both orally and written
  • Ability to meet deadlines


  • 4 Years of Call Center Experience
  • Experience dealing with conflict management
  • Paratransit Experience Preferred
  • Ability to work Evenings, Weekends and Holidays
  • Knowledge of Microsoft Applications, including word and excel




General Job Description

  • Manage, develop, and provide continuous training and coaching to all reservationist in order to meet/exceed call center performance expectations and goals
  • Drive personal accountability of staff for individual team results by conducting regular analysis of performance results, documented coaching sessions, performance reviews and disciplinary actions
  • Ability to report KPI’s that represent overall performance at Business review meetings to the executive team meetings
  • Analyze call center statistical data and work with Management to determine areas of opportunity to prevent corrective action
  • Maintain complete knowledge of system and telecommunications capabilities, associated software applications and internet access


Training and Development

  • Host regular meetings with reservationist in an open forum to discuss performance results, opportunities, create action plans and promote teamwork
  • Conduct New hire and reoccurring training to reservationist
  • Communicate QA through biweekly reports to ensure contract compliance
  • Perform, coordinate, and oversee audits of all call center processes to ensure compliance with procedures and achievement of process objectives under the direction of the Operations Manager
  • Supervise, motivate, assign, and monitor work, train, provide guidance of assigned staff and ensure department and company policies, procedures and standards of performance are followed.

Quality Assurance

  • Monitor and respond to customer comments via internal computer application
  • Interview operators regarding customer comments/complaints
  • Participate in cross functional projects to develop processes and procedures that will drive efficiency and create client satisfaction
  • Understand call center work processes and continuously review those processes for efficiency
  • Other Duties as assigned



Physical Requirements

  • Must be able to work flexible schedules including weekends, evenings and holidays
  • 100% of work is accomplished and in a air conditioned or well ventilated facility
  • Work is accomplished in an office or in a cubicle equipped with a telephone and computer
  • The employee is generally subjected to long periods spent sitting, typing or monitoring a computer screen


Additional Statements

Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. If applying for a safety sensitive position, it may require a physical examination.

Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world. 

Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we 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, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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.

This employer will consider qualified Applicants with Criminal Histories in a manner consistent with Los Angeles Ordinance 184652.

This employer will consider qualified Applicants with Criminal Histories in a manner consistent with Los Angeles Ordinance 184652.

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