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 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)

What you’ll need:

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

Skills:

• 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

What’s in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership 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.

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