SUPERVISOR, CUSTOMER SERVICE (New position)

Transcription

1 Edmonton Catholic Schools is now accepting applications for the position of SUPERVISOR, CUSTOMER SERVICE (New position) Edmonton Catholic Schools is a large urban school district whose mission is to provide a Catholic education that inspires students to learn and that prepares them to live fully and to serve God in one another. The District is comprised of over 39,000 students and 3,500 employees in 89 schools and other sites. The department of Educational Planning/Transportation Services is seeking a Supervisor, Customer Service to oversee and maintain day-to-day operations in the area of student transportation services. This position is one of two senior roles in the unit and is accountable for planning and directing the activities of the customer service support team to maintain and enhance customer relationships and meet organizational and operational objectives. The job supervises a team comprised of one professional and three administrative support staff. This is a permanent, full-time, Out of Scope, Level 6 position with a salary range of $72,333-$90,430 to commence as soon as possible. For further information on this opportunity please contact Debbie Hunter at debra.hunter@ecsd.net Please a letter of interest and resume by 4:00 p.m., Wednesday, February 18, 2015 to: Corinne King, Manager, Staffing Human Resource Services resumes@ecsd.net Prior to employment, successful candidates will be required to submit Police Information Check and Intervention Record Check documents. We thank all candidates for their interest. Only applicants considered for the position will be contacted. Primary Duties and Responsibilities: Lead a team of customer service support staff including assigning and evaluating work; training and coaching; recruitment and selection; and cross-training; Strive for operational excellence by focusing on the customers needs, keeping employees positive and empowered and continually making improvements to provide the best possible level of service; Oversee the Safety and Maintenance Program for district-owned school vehicles and supervise the administration of the program; Ensure practices meet regulation requirements and maintain satisfactory rating on the Fitness Safety Certificate issued by Alberta Transportation; Manage administration of bus pass sales, collection of revenue and reconciliation accounts receivable; Determine customer service requirements by establishing relationships with stakeholders to fully understand their concerns and issues through visiting operational sites; benchmarking best practices; analyzing information; Investigate and evaluate the root causes of inconsistent service; analyze information and find solutions quickly and effectively to make improvements and resolve issues. Qualifications: Degree or diploma in an area related to business administration, plus five years of directly related experience; Knowledge of the S Endorsement Program and certification as a program trainer; Knowledge of the Alberta Commercial Vehicle Safety Regulations; National Safety Code audit requirements; and the school bus industry; Knowledge of HR policies and procedures, collective agreements and supervisory principles including conflict management; Knowledge of basic accounting principles, Financial Services policies and procedures; Strong leadership skills to support effective teamwork and develop positive, high trust working relationships with others; Strong verbal, written, listening, and interpersonal skills and ability to communicate technical information to a varied group of clients. A complete job description is shown below.

2 JOB IDENTIFICATION: Incumbent: Vacant Working Title: Supervisor, Customer Service Current Classification Level: 6 Requested Classification Level: Supervisor: Supervisor Working Title: Director Location: Catholic Education Services Department/Program: Educational Planning/Transportation Services PRIMARY FOCUS/OVERALL ACCOUNTABILITY: Provide a brief summary of the job, covering the main responsibilities, the framework within which the job has to operate and the main contribution to the organization. The primary focus of the job is to oversee and maintain day-to-day operations in the area of student transportation services. This position is one of two senior roles in the unit and is accountable for planning and directing the activities of the customer service support team to maintain and enhance customer relationships and meet organizational and operational objectives. The job supervises a team comprised of one professional and three administrative support staff. JOB RESPONSIBILITIES AND ACTIVITIES: Normally a job has four to eight core responsibilities, each of which shows what the job is accountable for, within what framework, and what the added value is. For each responsibility, approximately four major activities should be described. List the core responsibilities in ascending order of importance. 1. Lead a team of customer service support staff including assigning and evaluating work; training and coaching; recruitment and selection; and cross-training. 2. Strive for operational excellence by focusing on the customers needs, keeping employees positive and empowered and continually making improvements to provide the best possible level of service. 3. Oversee the Safety and Maintenance Program for district-owned school vehicles and supervise the administration of the program. 4. Ensure practices meet regulation requirements and maintain satisfactory rating on the Fitness Safety Certificate issued by Alberta Transportation. 5. Manage administration of bus pass sales, collection of revenue and reconciliation accounts receivable. 6. Contribute customer service information and recommendations to strategic plans; implement action plans to achieve customer service objectives. 7. Determine customer service requirements by establishing relationships with stakeholders to fully understand their concerns and issues through visiting operational sites; benchmarking best practices; analysing information. 8. Investigate and evaluate the root causes of inconsistent service; analyze information and find solutions quickly and effectively to make improvements and resolve issues. 9. Monitor service levels and standards, generate reports on service provided; follow-up with district contracted carriers on action plans to address deficiencies. 10. Handle complex and escalated customer service issues that cannot be resolved by subordinate staff. 11. Keep up-to-date by participating in educational opportunities; reading professional publications; maintaining networks; and participating in professional organizations. 12. Share knowledge and provide coverage during absence for Supervisor, Operations. 13. Assist the director in all aspects of program delivery and provide coverage during periods of absence. 14. Maintain technical knowledge through a range of professional development activities. November

3 PROBLEM SOLVING: Describe difficult or challenging situations the position is typically expected to solve; the degree of originality of the solutions; assistance available; and any problems or decisions that must be referred to a supervisor for resolution or approval The job is responsible for ensuring that the unit delivers the highest level of service possible. Decisions are made on a daily basis regarding provision of student transportation services. Problems are complex and each situation is unique; there are not always prescribed methods to follow. A common problem would be addressing issues so that buses are delivering students to school on time. This involves the school, parents, contracted carriers, bus drivers and unit staff working together to find a solution. Emergency situations must be resolved decisively and quickly (for example, missing student, collision, bus stuck due to winter road conditions). ORGANIZATIONAL DATA: Identify any measurable areas upon which the job has either direct or indirect impact. Measures that may be included are: number of staff supervised, annual operating budget, number and size of projects, clients served or any other significant values. Include examples that indicate the size of the job. Attach a complete Organization Chart that includes supervisor, peers, direct reports and staff. Directly accountable for day-to-day issues regarding the delivery of services through a team of one professional and four administrative support staff. The job has direct supervisory responsibility of the team which includes recruitment and selection, performance manage and the disciplinary process. Transportation Services provides service to over 43% of the students enrolled in the district, through either yellow bus or Edmonton Transit System (ETS) service: 9,500 students (yellow) 7,250 students (ETS) 198 routes, serving 71 schools $4.7 million in annual bus pass sales 31 school vehicles at 18 schools; 120 approved school-based drivers The job has contact with principals and parents on a regular basis to resolve problems with service. REPORTING RELATIONSHIPS: Identify the jobs and the number of incumbents within each job that report directly to you. Provide a brief summary of each subordinate job s purpose. Job Title Job Responsibilities Safety and Compliance Coordinator Administers the Safety and Maintenance Program for district-owned school vehicles. Monitor and enforce carrier compliance with contract terms and conditions. Complete route risk assessments and safe stop locations. Customer Services Support Provides customer service support, problem-solves, interpret various guidelines and policies; and responds to inquiries CONTACTS: Identify internal and/or external contacts such as co-workers, clients, stakeholders and partners. Indicate the nature and purpose of contact (i.e. to deliver information, present data, negotiate contracts, etc.) and frequency (daily, weekly, monthly etc.). Contact Nature and Purpose Frequency Parents/guardian To provide information, respond to questions, interpret policies and Daily regulations Principals, school administration To solicit feedback explanation of information or ideas; discussion of Weekly and office staff problems with a view to obtaining consent or cooperation Contracted carriers To discuss issues, collaborate to find solutions, present Daily/Weekly transportation perspective on issues Vendors, suppliers and service To provide and obtain information and resolve problems On-going November

4 provides To secure resources, services and materials District staff To provide information, respond to questions, interpret policies and Daily regulations Edmonton Public School Board To provide and obtain information, advice and direction and resolve Frequently and other school jurisdictions problems To provide advice and to share best practices To collaborate on projects and service delivery Edmonton Transit System To provide and exchange information Human Resources To provide and exchange information Financial Services To provide and exchange information General Public To provide information and resolve problems Job Qualifications: Include a list of the most important knowledge factors, including knowledge about practical procedures, specialized techniques etc. Outline specific training that is needed to do the work and any occupational certification/registration required for the job. Include a list of competencies (skills and abilities) critical in performing the job. Knowledge and Experience Competencies Degree or diploma in an area related to business administration, plus five years of directly related experience Knowledge of the S Endorsement Program and certification as a program trainer Knowledge of the Alberta Commercial Vehicle Safety Regulations; National Safety Code audit requirements; and the school bus industry Knowledge of HR policies and procedures, collective agreements and supervisory principles including conflict management Knowledge of basic accounting principles, Financial Services policies and procedures Knowledge of electronic student records information systems, data base programs, records management principles and FOIP Legislation and regulations Knowledge of project management principles Understanding City of Edmonton and traffic regulations and by-law enforcement Understanding of the district/department operations, goals, objectives, policies and procedures Strong leadership skills to support effective teamwork and develop positive, high trust working relationships with others Strong verbal, written, listening, and interpersonal skills and ability to communicate technical information to a varied group of clients Advanced time management skills and the ability to handle multiple projects of varying sizes and magnitudes simultaneously Good conflict resolution skills with the ability to reach a consensus Ability to work in collaborative environments and to develop and maintain relationships Strong problem solving and decision making skills that support improvements Strong assessment skills and the ability to look at situations from several points of view Flexible with the ability to work outside of core hours to ensure goals, objectives and deadlines are met. Organizational Chart November

5 Assistant Superintendent Director, Transportation Services Supervisor, Operations Supervisor, Customer Service Transportation Coordinator OOS Level 3 Routing Specialist AS 6 (2 jobs) Safety and Compliance Coordinator OOS Level 4 Customer Service Support AS 5-6 (4 jobs) Educational Planning Transportation Services 2/2/2015 Routing Specialist/ Administrative Support Signatures The signatures below indicate that the incumbent, supervisor and principal/director have read, discussed, and agreed that the information accurately reflects the work assigned. Incumbent Manager Name Signature Date Name Signature Date This information is being collected under the authority of Board Governance Policy EL# 5 relating to Freedom of Information and Protection of Privacy (FOIP) Act and will be used to allocate positions within a classification plan and to manage the Edmonton Catholic School District s human resources program. If you have any questions about the collection of this information, contact the Assistant Superintendent, Human Resource Services at November