Communications Center Supervisor - First Shift (SHRA)
Please see Special Instructions for more details.
- The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report
- The Search Committee will not contact references without first verifying permission with the finalist.
- Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions.
- Do not write 'see resume' on your application when completing the job duties section.
- UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits/benefits-overview/
Position Information
General Information
| Vacancy Open to |
All Candidates |
| Employment Type |
Permanent - Full-time |
| If time-limited, note appointment end date |
|
| Hours per week |
40 |
| Months per year |
12 |
| Position Number |
010264 |
| NC Salary Grade Equivalency |
GN08 |
| Classification Title |
Administrative Support Supervisor - Journey |
| Working Title |
Communications Center Supervisor - First Shift (SHRA) |
| Salary Range |
$44,486 - $50,099 |
| Anticipate Hiring Range |
$44,486 - $50,099 |
| FLSA Status |
Non Exempt |
| Division |
Business Affairs |
| Department |
Business Services (Adm) |
| Work Unit |
Parking & Transportation Services |
| Work Schedule |
7:00 am - 4:00 pm; Monday - Friday. Work schedule and hours are subject to change, and may include third shift or mandatory overtime. |
| Primary Purpose of Position |
This position serves as the 1st Shift Communication Center Supervisor with responsibility for oversight of all daytime and regular business hour communications staff. Supervises the monitoring and response to multiple lines of incoming phone calls, payment station intercoms, and transportation calls, as well as radio traffic from parking enforcement employees and transportation drivers. Additionally, this position oversees customer assistance with permit and vehicle updates - verifying records for accuracy using multiple industry-specific programs simultaneously.
Demonstrates professionalism at all times while dealing with a diverse population and sometimes angry and aggressive patrons, as well as fluency with all Parking and Transportation Services rules and regulations, transportation routes and services, and the ability to access a variety of information to assist customers.
Provides new employees with training, and mentoring and performs hiring duties as necessary. Serves as the first-level supervisor for customer complaints and is authorized to make decisions as necessary. |
| Minimum Education/Experience |
Required Minimum Qualifications:
Graduation from high school and two years of progressively responsible administrative/office management experience; including some experience as a lead worker; or an equivalent combination of training and experience.
University Preferred Qualifications:
Graduation from high school and three years of progressively responsible administrative/office management experience including one year of supervisory experience; or an equivalent combination of education and experience. |
| Essential Job Duties |
- Answer eight phone lines for Parking & Transportation Services that include regular phone lines, deck payment stations, and Niner Paratransit.
- Monitor and respond to radio traffic from parking enforcement employees and transportation drivers.
- Log attendance and status of parking enforcement employees and transportation drivers.
- Be familiar with the entire campus including building locations and all parking areas.
- Know what parking permit is required for each area and understand restrictions and exceptions for each lot or deck.
- Provide directions to all parking areas and campus buildings upon request.
- Recommend parking options that make sense for each individual situation including payment options available.
- Assist customers attempting to make payments in visitor parking areas with various issues including malfunctioning equipment, lack of payment and general directions to operate the machine.
- Provide accurate football and other special event parking information including purchasing parking permits and different options for tailgating events.
- Update records as requested from customers which includes verifying information in NC DMV database and Banner.
- Monitor cameras and traffic flow in gated parking areas and assist with customer payments when needed.
- Maintain accurate logs of malfunctioning meters, equipment and other issues which are reported.
- Accurately enter notes into citations and permit records which may be helpful for appeal decisions and collection purposes.
- Able to remain calm under stressful situations.
- Able to research and link vehicle records to current students using NC DMV, parking permit software and Banner Student Accounts using all records to obtain link of address, parents name, etc.
- Able to effectively operate parking equipment management software to remotely open and lower deck gates, identify issues with equipment from alarms and report to appropriate person, re-tune equipment loops, verify permit access to determine equipment failure, verify permit access history, and send fees to exit verifiers or Pay on Foot stations as needed.
- Respond to radio traffic and provide appropriate information to parking enforcement employees, transportation drivers, managers and supervisors regarding employee status, permit verification, vehicle update, and authorize citations as needed upon verification of appropriate records.
- Provide information to customers regarding campus transit, bicycle lockers and transportation services, report problems with buses to appropriate supervisor and monitor PassioGo upon customer request for bus arrival times.
- Able to effectively operate Avigilon camera software to review video, verify vehicle information for digital deck voucher and identify payment and research all anomalies reported from parking equipment management software.
- Able to effectively navigate parking permit software to verify and update vehicle and permit records, identify duplicate records, correct and merge duplicate records, update disability placards, add and remove scofflaws and verify payment of citations.
- Able to use multiple programs simultaneously such as parking permit software, NC DMV, Banner Finance and other student account records to validate and compare addresses, vehicles and payment information and update records appropriately.
- Provide excellent customer service by responding promptly and courteously at all times to various patrons including students, visitors, faculty, staff and parents of students.
- Responsible for the direct supervision of first shift (5AM-2PM) and (7AM-4PM) personnel.
- Authorized to act as the Communication Center Manager over all personnel in absence of management.
|
| Other Work Responsibilities |
- Track corrections and adjustments to citations that have been exported to Banner. In supervisor's absence, export citations, corrections and adjustments to Banner.
- Review and make decisions regarding appeal of citations. Make notification to appellants of decision.
- Respond to department emails regarding citations, permits and other parking inquiries.
- Assist supervisor with issuing University tow list notifications and creating tow list files.
- Oversee booting, towing and negotiating resolutions with vehicle owners/drivers in absence of management.
- Program permit access levels in appropriate software. Adjust programming for exceptions, disability access, summer and break periods, events, holidays and any other adjustments required.
- Assist with Dean of Students conduct referrals.
- Create and run reports to verify instances of permit sharing, grace ticket abuse, tailgating or other improper exits out of visitor areas and tampering with equipment. Review camera footage, save camera footage and attach relevant camera footage to citation. Issue digital citation to be mailed or emailed.
- Hire, mentor and train new Communication Center employees. Once new employees begin to use required programs in the process of calls and radio traffic, this position monitors accuracy and provides assistance and correction as needed.
- Utilize both written and practical exercises to assist the new hire in performing all basic functions required by the Communication Center. Maintain a progress sheet for each employee.
- Void citations as needed for appeals, management, and errors.
- Initial contact with customer complaints. Deescalate the situation and resolve the customer's complaint if possible without needing to involve a member of management.
- Create and maintain department relevant documents through Google Docs and Google Drive. Issue access to all employees who require it.
- Draft letter templates and send for approval to be used as official department communications.
|
| Departmental Preferred Experience, Skills, Training/Education |
- Graduation from high school or completion of its equivalency.
- Three (3) years of full-time customer service experience and office/clerical work experience or an equivalent combination of training/experience.
- Minimum one (1) year experience in a supervisor/lead position.
- Proficient computer skills in working with multiple computer programs simultaneously to include intermediate skills in MS Office Suite (Word & Excel), Google docs and Gmail.
- Knowledge of SKIDATA and AIMS parking systems desired.
- Experience in training other employees.
- Excellent communication skills; must be able to effectively, and concisely communicate over multiple phone lines and two-way radios as necessary.
- Two-way handheld radio and 10-code experience.
- Proven excellent customer service skills, able to respond with prompt and courteous services at all times even in challenging difficult situations.
- Ability to learn industry-specific software. Accurate data entry both handwritten and computerized will be required.
- Ability to work independently.
- Experience working in college/university setting desired; familiarity with the UNC Charlotte Campus a plus.
|
| Necessary Licenses or Certifications |
|
| Work Location |
PaTS Communication Center |
| Posting date |
06/13/2025 |
| Closing date |
06/29/2025 |
| Proposed Hire Date |
07/14/2025 |
| Contact Information |
|
| Special Notes to Applicants |
- The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report
- The Search Committee will not contact references without first verifying permission with the finalist.
- Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions.
- Do not write 'see resume' on your application when completing the job duties section.
UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits/benefits-overview/
|
Posting Specific Questions
Required fields are indicated with an asterisk (*).
- *
How did you hear about this employment opportunity?
- UNC Charlotte Website
- HERC Job Board
- Inside Higher Education
- Circa (formerly known as Local JobNetwork)
- Another Website
- Agency Referral
- Advertisement/Publication
- Personal Referral
- Other
Where did you learn about this posting?
(Open Ended Question)
- *
How many years of full-time customer service experience and office/clerical work experience do you have?
Please ensure that all experience is clearly listed on your application and resume.
- Less than 2 years
- 2 - 4 years
- 4 - 6 years
- 6 - 8 years
- 8 -10 years
- 10 plus years
- *
Do you have at least one (1) year of experience in supervisory/lead position?
- *
Do you have working knowledge and experience with SKIDATA and AIMS parking systems? If so, please explain your experience.
(Open Ended Question)
- *
Do you have experience with two way radios and use of 10 codes?
- Yes -both two way radios and use of 10 codes
- Two way radios only
- Knowledge of with no direct experience
- None
Required Documents
- Resume / Curriculum Vitae
- Cover Letter / Letter of Interest
- Contact Information for References
Optional Documents
|
University of North Carolina Charlotte
$44,486 - $50,099
Jun 13, 2025