Call Center Supervisor (Transportation Services)

Minimum Requirements
Transportation Services Specialty
• Bachelor’s degree from an accredited college or university.
• Three years of full-time, paid, professional experience working in Transportation Operations or customer service in a supervisory role overseeing the provision of services to callers.

OR

• Any equivalent combination of training and experience determined to be acceptable by the Office of Talent.

Talent Specialty
• Bachelor’s degree from an accredited college or university.
• Three years of full-time, paid, professional experience working in Payroll, Talent, the Systems Administration Unit or Information Technology which has included extensive use of the ADVANTAGE system to research problems and make changes to computer tables.
OR
• Any equivalent combination of training and experience determined to be acceptable by the Office of Talent.

Knowledge, Skills and Abilities
Both Specialties

Demonstrated knowledge of:

• customer service principles and practices.

Demonstrated ability to:

• use a personal computer and spreadsheet applications.
• understand School District of Philadelphia policies and procedures.
• learn about School District of Philadelphia departments and their respective functions.
• work collaboratively with others in coordinating responses to inquiries.
• exercise tact and diplomacy when dealing with various customer service issues.
• explain complex transactions to employees.
• communicate effectively, both orally and in writing.
• establish and maintain effective working relationships.

Additional Knowledge, Skills and Abilities for the Transportation Services
Specialty
Demonstrated knowledge of:

• geographic information system (GIS) mapping software and basic routing functionality.
• the methods used in route problem resolution.

Additional Knowledge, Skills and Abilities for the Talent Specialty
Demonstrated knowledge of:

ADVANTAGE HR® and/or ADVANTAGE FINANCIAL ® systems.

Demonstrated ability to:

• effectively navigate the ADVANTAGE HR® and/or ADVANTAGE FINANCIAL® systems.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Nondiscrimination
The School District of Philadelphia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, age, creed, religion, sex, sexual orientation, ancestry, national origin, disability, pregnancy, marital status, gender identity, or genetic information. Please refer to Board Policy 348 for further information regarding the District's commitment to Nondiscrimination in Employment Practices.