JOB DESCRIPTION
The Transit Support Supervisor at Knoxville Area Transit (KAT) plays a key role in delivering a positive ridership experience by leading the Transit Support team. This position oversees daily operations, supervises staff, and ensures that customer inquiries are handled promptly, accurately, and professionally. The supervisor is responsible for establishing service standards, training programs, and performance metrics that align with KAT’s commitment to excellence and equity.
The ideal candidate is a proactive leader with strong communication and organizational skills, capable of motivating staff, resolving customer concerns, and optimizing service workflows. This role requires a deep understanding of transit operations and a passion for improving customer satisfaction through data-driven decision-making and team development.
Salary Range: $65,000 – $75,000 per year (dependent on experience and qualifications)
Classification: Exempt
ESSENTIAL DUTIES AND RESPONSIBILITIES
Transit Support Supervision (50%):
· Provide meaningful supervision of Transit Support Specialists, including assigning and directing work, coaching, counseling, and conducting performance appraisals.
· Ensure policies and procedures are clearly communicated and consistently followed.
· Handle customer complaints related to staff with professionalism and discretion.
· Hire, train, and evaluate staff; prepare performance evaluations and reviews.
· Monitor phone system performance to proactively reduce hold times and dropped calls.
· Ensure staff are equipped with tools and training to deliver exceptional service.
· Provide scheduling and resource support for KAT’s LIFT service in accordance with the Americans with Disabilities Act (ADA).
· Oversight of Transit Support Department to ensure that The LIFT provides efficient, safe, and convenient service to the maximum number of passengers with a minimum of idle driver time.
· Oversight of verification of the applications received are qualified LIFT passengers, ensuring a timely response to all applicants.
· Provide support to platform operations during high volume periods.
Operational Oversight and Reporting (30%):
· Monitor communication systems and prepare monthly reports on system performance and customer service demand.
· Analyze call volume and usage trends to revise staffing patterns and improve efficiency.
· Review current workflows and implement optimal work processes; develop and maintain an Operating Manual.
· Update, maintain, and enter data for daily and monthly reports to KAT management.
· Maintain effective communication with other departments within Operations and Administration.
Policy Compliance and Organizational Support (20%):
· Establish customer service standards and training programs; ensure ongoing compliance.
· Share responsibility for implementing and communicating KAT’s EEO Policy and Safety Program.
· Support organizational goals by fostering a culture of responsiveness, professionalism, and continuous improvement.
· Perform other duties as directed by the Director of Transportation.
MINIMUM QUALIFICATIONS
Education:
High School diploma, G.E.D. certificate, or graduation from a trade or vocational school required.
Experience:
Minimum 3 years of experience in a transit organization or customer service environment, with at least 1 year in a supervisory role. Experience managing call center operations, leading teams, and resolving customer complaints in a high-volume setting is strongly preferred.
JOB KNOWLEDGE, SKILLS & ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Thorough knowledge of the street system of Metropolitan Knoxville and KAT’s transit routes, rules, and regulations.
· Ability to respond to customer inquiries and complaints with professionalism.
· Strong analytical skills, including the ability to compute rates, ratios, and interpret bar graphs.
· Proficient in Microsoft Outlook and transit-related systems such as Unicorn, Masabi, AVL.
· Ability to solve practical problems and interpret instructions in various formats.
· Verifiable experience demonstrating ability to motivate and lead staff.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work requires sufficient physical strength, agility, endurance, dexterity and hand-eye coordination to perform all essential duties. Work requires lifting and carrying objects weighing up to 25 pounds.
Work requires operating standard office equipment such as personal computer workstations, printers, copy machines and FAX machines.
WORK ENVIRONMENT
The work environment is representative of those an employee encounters while performing the essential functions of the job.
The work is performed indoors and outdoors. It involves exposure to normal risks typical to all aspects of transit system bus operations. It may involve exposure to angry and/or unpleasant individuals.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
