Communications Center Supervisor - First Shift (SHRA)
University of North Carolina Charlotte, Charlotte, NC, United States
Overview Communications Center Supervisor - First Shift (SHRA)
Position Information General Information
Vacancy Open to: All Candidates
Employment Type: Permanent - Full-time
Hours per week: 40
Months per year: 12
Position Number: 010264
NC Salary Grade Equivalency: NC10
Classification Title: Administrative Support Supervisor - Journey
Working Title: Communications Center Supervisor - First Shift (SHRA)
Salary Range: $44,486 - $50,346
Anticipate Hiring Range: $44,486 - $50,346
FLSA Status: Non Exempt
Division: Business Affairs
Department: Business Services (Adm)
Work Unit: Parking & Transportation Services
Work Schedule: 7:00 a.m. - 4:00 p.m., Monday - Friday. Work schedule and hours are subject to change, and may include third shift. Mandatory overtime may be required during special events (e.g., football games, commencement ceremonies, and other large-scale events), which may include evening and weekend hours.
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. Oversees customer assistance with permit and vehicle updates, verifying records for accuracy using multiple industry-specific programs simultaneously.
Demonstrates professionalism when dealing with a diverse population and sometimes angry patrons; ensures knowledge of Parking and Transportation Services rules, regulations, transportation routes and services, and the ability to access information to assist customers. Provides training and mentoring to new employees and performs hiring duties as necessary. Serves as the first-level supervisor for customer complaints and is authorized to make decisions as needed.
Minimum Education/Experience Required Minimum Qualifications:
Graduation from high school and two years of progressively responsible administrative/office management experience, including some lead worker experience; or an equivalent combination of education and experience.
Note: Some state postings allow qualification by an equivalent combination of education and experience. If that language appears, you may qualify through either years of education or years of directly related experience, or a combination of both.
Essential Job Duties Answer and manage multiple phone lines for Parking & Transportation Services, including deck payment stations and Niner Paratransit support.
Monitor and respond to radio traffic from enforcement employees and transportation drivers; provide clear, concise, and accurate communication at all times.
Supervise, direct, and support Communication Center personnel on assigned shifts; act as the Communication Center Manager in the absence of management.
Provide training, coaching, and mentoring to employees; monitor performance, provide feedback, and ensure adherence to department policies.
Deliver excellent customer service by responding promptly, professionally, and courteously to students, visitors, faculty, staff, and parents—even under difficult or stressful conditions.
Maintain working knowledge of campus geography, building locations, and all parking areas; provide accurate directions, parking options, and permit/payment guidance tailored to customer needs.
Research and resolve customer account issues, including payment errors, vehicle/permit discrepancies, and equipment malfunctions.
Accurately log and document employee status, customer interactions, citations, equipment issues, and other relevant information for recordkeeping and appeals.
Operate, troubleshoot, and support multiple technology platforms, including parking permit management software, payment systems, Avigilon cameras, and industry-specific systems (SKIDATA, AIMS, Banner, DMV).
Monitor equipment, cameras, and traffic flow in parking facilities; remotely resolve gate or equipment issues and escalate to appropriate personnel when necessary.
Provide information and support for special events (e.g., football games, conferences, tailgating), including advising on parking permits, payment options, and event-specific rules.
Maintain composure and sound judgment during emergencies, special events, or high-stress situations; make quick decisions and delegate effectively.
Ensure compliance with parking rules and policies by authorizing citations, verifying permits, and assisting enforcement staff with records research.
Other Work Responsibilities Review, process, and decide on parking citation appeals; communicate decisions to appellants in a timely and professional manner.
Track, review, and process corrections or adjustments to citations; in supervisor's absence, export records to Banner.
Support booting, towing, and customer resolution processes; communicate with drivers and negotiate outcomes when possible.
Program and adjust permit access levels for exceptions, disability accommodations, seasonal changes, special events, and holidays.
Conduct data analysis and reporting to identify patterns of misuse (e.g., permit sharing, improper exits, tailgating, tampering with equipment); compile evidence including camera footage and issue citations as needed.
Draft, edit, and maintain official department documents, templates, and communications using Google Docs/Drive; ensure employees have correct access.
Handle customer complaints at first contact, applying de-escalation and conflict resolution techniques; escalate only when necessary.
Support Dean of Students conduct referrals and collaborate with university partners as needed.
Hire, train, and onboard new Communication Center employees using written/practical exercises; maintain progress tracking sheets and provide continuous feedback.
Develop staff skills in multi-system operations (software, DMV lookups, payment systems, cameras); monitor accuracy and assist with corrections.
Provide recommendations to management on operational improvements, customer service enhancements, and employee development.
During mandatory overtime or special events, may be assigned to outdoor posts or operational duties as directed, based on departmental needs.
Departmental Preferences (Experience, Skills, Training) Graduation from high school and progressively responsible administrative/office management experience, including lead worker responsibilities; or an equivalent combination of training and experience.
Knowledge of SKIDATA and AIMS parking systems; proficiency with computers and multiple monitors; intermediate MS Office (Word & Excel), Google Docs, and Gmail; ability to learn industry-specific software.
Excellent customer service skills and ability to communicate clearly in person, by phone, or by email; ability to adjust to changing priorities, emergencies, and maintain sound judgment.
Experience with two-way handheld radios and 10-code communication; familiarity with dispatch, call center, or higher education parking/transport operations; UNC Charlotte campus a plus.
Strong attention to detail with accurate data entry; ability to work independently and maintain confidentiality; dependable in attendance and punctuality.
Work Location PaTS Communication Center
Posting Details Posting date: 04/17/2026 • Closing date: 04/26/2026 • Proposed Hire Date: 05/04/2026
Contact Information Special Notes to Applicants: The finalist will be subject to a Criminal Background Check and a Motor Vehicle Report for those with a valid license. This position does not require a Valid Driver's License to perform routine duties of position. 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/
Applicant Documents Required Documents
Resume / Curriculum Vitae
Cover Letter / Letter of Interest
Contact Information for References
#J-18808-Ljbffr
Position Information General Information
Vacancy Open to: All Candidates
Employment Type: Permanent - Full-time
Hours per week: 40
Months per year: 12
Position Number: 010264
NC Salary Grade Equivalency: NC10
Classification Title: Administrative Support Supervisor - Journey
Working Title: Communications Center Supervisor - First Shift (SHRA)
Salary Range: $44,486 - $50,346
Anticipate Hiring Range: $44,486 - $50,346
FLSA Status: Non Exempt
Division: Business Affairs
Department: Business Services (Adm)
Work Unit: Parking & Transportation Services
Work Schedule: 7:00 a.m. - 4:00 p.m., Monday - Friday. Work schedule and hours are subject to change, and may include third shift. Mandatory overtime may be required during special events (e.g., football games, commencement ceremonies, and other large-scale events), which may include evening and weekend hours.
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. Oversees customer assistance with permit and vehicle updates, verifying records for accuracy using multiple industry-specific programs simultaneously.
Demonstrates professionalism when dealing with a diverse population and sometimes angry patrons; ensures knowledge of Parking and Transportation Services rules, regulations, transportation routes and services, and the ability to access information to assist customers. Provides training and mentoring to new employees and performs hiring duties as necessary. Serves as the first-level supervisor for customer complaints and is authorized to make decisions as needed.
Minimum Education/Experience Required Minimum Qualifications:
Graduation from high school and two years of progressively responsible administrative/office management experience, including some lead worker experience; or an equivalent combination of education and experience.
Note: Some state postings allow qualification by an equivalent combination of education and experience. If that language appears, you may qualify through either years of education or years of directly related experience, or a combination of both.
Essential Job Duties Answer and manage multiple phone lines for Parking & Transportation Services, including deck payment stations and Niner Paratransit support.
Monitor and respond to radio traffic from enforcement employees and transportation drivers; provide clear, concise, and accurate communication at all times.
Supervise, direct, and support Communication Center personnel on assigned shifts; act as the Communication Center Manager in the absence of management.
Provide training, coaching, and mentoring to employees; monitor performance, provide feedback, and ensure adherence to department policies.
Deliver excellent customer service by responding promptly, professionally, and courteously to students, visitors, faculty, staff, and parents—even under difficult or stressful conditions.
Maintain working knowledge of campus geography, building locations, and all parking areas; provide accurate directions, parking options, and permit/payment guidance tailored to customer needs.
Research and resolve customer account issues, including payment errors, vehicle/permit discrepancies, and equipment malfunctions.
Accurately log and document employee status, customer interactions, citations, equipment issues, and other relevant information for recordkeeping and appeals.
Operate, troubleshoot, and support multiple technology platforms, including parking permit management software, payment systems, Avigilon cameras, and industry-specific systems (SKIDATA, AIMS, Banner, DMV).
Monitor equipment, cameras, and traffic flow in parking facilities; remotely resolve gate or equipment issues and escalate to appropriate personnel when necessary.
Provide information and support for special events (e.g., football games, conferences, tailgating), including advising on parking permits, payment options, and event-specific rules.
Maintain composure and sound judgment during emergencies, special events, or high-stress situations; make quick decisions and delegate effectively.
Ensure compliance with parking rules and policies by authorizing citations, verifying permits, and assisting enforcement staff with records research.
Other Work Responsibilities Review, process, and decide on parking citation appeals; communicate decisions to appellants in a timely and professional manner.
Track, review, and process corrections or adjustments to citations; in supervisor's absence, export records to Banner.
Support booting, towing, and customer resolution processes; communicate with drivers and negotiate outcomes when possible.
Program and adjust permit access levels for exceptions, disability accommodations, seasonal changes, special events, and holidays.
Conduct data analysis and reporting to identify patterns of misuse (e.g., permit sharing, improper exits, tailgating, tampering with equipment); compile evidence including camera footage and issue citations as needed.
Draft, edit, and maintain official department documents, templates, and communications using Google Docs/Drive; ensure employees have correct access.
Handle customer complaints at first contact, applying de-escalation and conflict resolution techniques; escalate only when necessary.
Support Dean of Students conduct referrals and collaborate with university partners as needed.
Hire, train, and onboard new Communication Center employees using written/practical exercises; maintain progress tracking sheets and provide continuous feedback.
Develop staff skills in multi-system operations (software, DMV lookups, payment systems, cameras); monitor accuracy and assist with corrections.
Provide recommendations to management on operational improvements, customer service enhancements, and employee development.
During mandatory overtime or special events, may be assigned to outdoor posts or operational duties as directed, based on departmental needs.
Departmental Preferences (Experience, Skills, Training) Graduation from high school and progressively responsible administrative/office management experience, including lead worker responsibilities; or an equivalent combination of training and experience.
Knowledge of SKIDATA and AIMS parking systems; proficiency with computers and multiple monitors; intermediate MS Office (Word & Excel), Google Docs, and Gmail; ability to learn industry-specific software.
Excellent customer service skills and ability to communicate clearly in person, by phone, or by email; ability to adjust to changing priorities, emergencies, and maintain sound judgment.
Experience with two-way handheld radios and 10-code communication; familiarity with dispatch, call center, or higher education parking/transport operations; UNC Charlotte campus a plus.
Strong attention to detail with accurate data entry; ability to work independently and maintain confidentiality; dependable in attendance and punctuality.
Work Location PaTS Communication Center
Posting Details Posting date: 04/17/2026 • Closing date: 04/26/2026 • Proposed Hire Date: 05/04/2026
Contact Information Special Notes to Applicants: The finalist will be subject to a Criminal Background Check and a Motor Vehicle Report for those with a valid license. This position does not require a Valid Driver's License to perform routine duties of position. 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/
Applicant Documents Required Documents
Resume / Curriculum Vitae
Cover Letter / Letter of Interest
Contact Information for References
#J-18808-Ljbffr