Communications Center Supervisor - Second Shift

University of North Carolina at Charlotte, United States

Updated: 2 months ago
Location: Charlotte, NORTH CAROLINA
Job Type: FullTime
Deadline: ;

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 010237
NC Salary Grade Equivalency GN08
Classification Title Administrative Support Supervisor - Journey
Working Title Communications Center Supervisor - Second Shift
Salary Range $41,253 - $50,421
Anticipate Hiring Range $41,253 - $47,000
FLSA Status Non Exempt
Division Business Affairs
Department Business Services (Adm)
Work Unit Parking & Transportation Services
Work Schedule
3:00 pm -12:00 am; Monday – Friday
Work schedule and hours are subject to change, may include third shift.
Primary Purpose of Position
This position serves as the 2nd Shift Communication Center Supervisor with responsibility for oversight of all evening and/or after-hours 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 have the ability to access a variety of information to assist customers.
Provides new employees with training, mentoring and performs hiring duties as necessary. Serves as the first level supervisor for customer complaints and 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, gate intercoms, 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 3rd shift (7PM-6AM) and mid shift (12PM-9PM) personnel.
  • Authorized to act as the Communication Center Manager over all personnel in absence of management.
Other Work Responsibilities
  • 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.
  • 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.
  • Minimum two (2) years of customer service experience and office/clerical work experience or an equivalent combination of training/experience.
  • Minimum one (1) year experience in a Supervisor position with two (2) or more direct reports.
  • Experience in training other employees.
  • Experience operating Two-way handheld radio and use of 10 codes.
  • Experience operating a phone system with multiple inbound call lines.
  • Demonstrated proficiency in written and verbal communication.
  • Proficient computer skills working with multiple computer programs simultaneously
  • Excellent customer service skills, with experience in de-escalation techniques.
  • Proficient in using a computer with intermediate skills in MS Office Suite (Word & Excel), Google docs and Gmail.
  • The ability to learn industry-specific software with accurate data entry both handwritten and computerized needed.
  • Experience working within multiple computer systems and programs simultaneously.
  • Ability to work independently and stay calm under pressure.
  • Knowledge of SKIDATA and AIMS parking systems or other relative systems desired.
  • Experience working in college/university setting desired with familiarity with UNC Charlotte Campus a plus.
Necessary Licenses or Certifications
Work Location PaTS Communication Center
Posting date 02/09/2024
Closing date 02/25/2024
Proposed Hire Date 03/11/2024
Contact Information
Special Notes to Applicants
UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits

The finalist will be subject to a Criminal Background Check.
Please upload reference information including ​names, position titles and company/institutions, phone numbers, and email addresses of at least ​two​ current/previous supervisors.

  • The Search Committee will not contact references without first verifying permission with the finalist​.


Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.
  • Do not write ‘see resume’ on your application when completing the job duties section.

Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions. (see the job duties section of previous employment).
Please submit a resume and cover letter with your application.
  • These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.

Similar Positions