Adminstrative Supervisor

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 What you'll do:Personnel management will include, but not limited to: training employees, providing guidance, assigning and directing work, addressing complaints, and resolving problemsMonitor team performance in relation to resolution time frame, quality and collaborationPerform a second review for complaints designated invalid or with insufficient informationProvide leadership to include quality performance monitoring, improving processes and development of employeesProvide coaching, call support and balanced feedback to quality coordinatorsReview workloads and assign complaints for investigation and resolution accordinglyProvide timely, professional responses to all compliant resolution contactsEvaluate complaint Investigation audit and give affirmative and corrective action as necessaryPerform both operational and administrative functions, according to business needReview, evaluate and report on contract performance dataPerform inspections of all Service Delivery and MOCC activitiesMonitor Mobility Contractor operations and report deficienciesManage the customer compliant processAssist MTA, as needed, in facilitating review and closure of any corrective action plans from the MOCC and Service Delivery contractorsProvide oversight, in conjunction with MTA, for safetyReview and monitor Service Delivery functions such as vehicle maintenance, operator training and performance, as well as Service Delivery facility inspectionsExecute and manage resources assigned to special projects and tasksPerform 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) What you'll need: Experience, Education & Certifications:High school degree G.E.D2+ years' experience supervising an office or administrative function3+ years of previous supervisory experience required, or equivalent related experience Skills:Advanced analytical use of computers for word processing, spreadsheet analysis, database management, and development of presentationsAbility to develop strong working relationships with people of all levelsAbility to analyze/interpret difficult situations and quickly make recommendations for resolutionsCapacity to work independently and manage multiple prioritiesAbility to multi-task, prioritize work and collaborate effectively under pressureStrong interpersonal and supervisory skillsDemonstrated history of high performance in customer serviceProven experience dealing with conflict management and resolutionIntermediate level of proficiency or above in Microsoft Outlook, Word & ExcelExcellent time management skillsAbility to maintain high level of confidentiality Even better if you have...Associate's degree in Business Administrative Support, preferredKnowledge of Paratransit guidelines, preferredKnowledge of Trapeze PASS paratransit software suite or event-based paratransit application is required, and a detailed understanding of Trapeze is a plus What's in it for you: 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 Opportunities Salary Min: $47,920/ annually Salary Max: $59,900/ annually This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process. Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM's People & Culture. #MTMTransit