Call Center Supervisor (Transportation Services)
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- Central Office
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- 6 days ago Post Date
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- 110 Total Views
Job Summary
Supervises, coordinates and oversees the provision of services to callers on a telephone help line or hotline. Receives and responds to questions, complaints and concerns and works with identified point persons in the assigned office and various offices to ensure that responses are provided in a timely and efficient manner. Researches questions/concerns utilizing departmental resources and makes changes to effectively resolve problems.
Essential Functions
Both Specialties
• Supervises and coordinates the work of staff engaged in help line or hotline activities.
• Develops and implements systems and processes to monitor and track help line or hotline inquiries and requests.
• Interacts with representatives of other District offices in the development and implementation of procedures which are consistent with the policies of other offices.
• Receives inquiries by e-mail or telephone; acknowledges receipt of inquiries and estimates the length of time needed to resolve issues when possible.
• Refers inquiries to other offices as deemed necessary; keeps abreast of the status of inquiries to ensure that they are addressed in a timely manner.
• Interacts and works collaboratively with other departments in the resolution of problems.
• Keeps an accurate detailed record of received inquires.
• Maintains confidentiality at all times.
Additional Functions for the Transportation Services Specialty
• Responds to questions about issues related to, but not limited to, Transportation Services, routing and execution of routes for School District and vendor operated buses.
• Conducts necessary research to obtain information in order to respond to inquiries; communicates District and Transportation Services policies and procedures to address Transportation Services inquiries.
• Manages a team of support personnel referencing union contracts; may seek guidance from Employee Relations on the interpretation of contractual provisions; develops training and measurement processes in line with the goals of Transportation Services.
• Solves complex problems.
• Incorporates new processes/procedures and best practices based on sound industry experience and research.
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.
