Operations Supervisor – Support Desk

Staff - Union

Job Category

CUPE 116

Job Profile

CUPE 116 Salaried - Parking Operations Supervisor

Job Title

Operations Supervisor – Support Desk

Department

Parking Compliance and Access | Parking and Access Services

Compensation Range

$5,283.00 - $5,668.00 CAD Monthly

Posting End Date

August 31, 2023

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Mar 25, 2024

This is a 6 month term appointment from September 25, 2023 – March 25, 2024 with the possibility of extension.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

The Operations Supervisor - Support Desk is a senior supervisory position responsible for the day to day administration of the Support Desk where campus-wide programs and customer support for programs such as parking, parking permits, the UBCcard and Sustainable Transportation are administered.

This role often manages difficult customer interactions so requires the incumbent to be highly tactful with an ability to make reasoned, thoughtful and empathetic decisions on the fly both directly and in support of team members.

The Operations Supervisor provides seasoned leadership in fostering a positive and engaging work environment and guidance and support for staff in providing customers with excellent service. This includes handling customer escalations in person, via phone and e-mail.

The Operations Supervisor identifies and anticipates operational needs, and allocates time and resources to maintain efficiency and business continuity. Responsibilities include scheduling of Shift Supervisors, Support Desk, Enforcement Officers, and other staff as assigned.

The Operations Supervisor supports the Parking Operations Manager on coaching staff, and on coordinating their training and development, as well as improving procedures and programs, aiming to provide excellent and consistent customer service.

This position may work at different offices and irregular hours such as evening and weekend shifts depending on operational needs.

Organizational Status

Reports to the Parking Operations Manager.

Work Performed

• Prepares staff schedules to provide coverage and maximize operational effectiveness within budgetary guidelines.
• Carries out any other related duties as required in keeping with the qualifications and requirements of positions in this classification.
• Participates in setting performance and operational standards in conjunction with the Parking Operations Manager. Monitors and reviews Key Performance Indicators.
• Reviews the utilization of the various computer systems with the staff and ensure security and optimal use of information practices are in place.
• Participates in the development of orientation and training programs for staff.
• Supervises staff, monitors and assesses staff performance, assigns responsibilities, sets goals and objectives for the teams.
• Oversees all Support Desk activities, ensuring departmental service targets are met, and liaises with other campus departments as required.
• Assists with the development and monitors the implementation of parking permits programs within the established departmental permit strategy, ensuring business and service targets are met.
• Monitors the UBCcard Program, maintains an accurate inventory of cards and supplies, and supports the Parking Operations Manager on ordering supplies.
• Maintains a critical approach of the operation and works closely with the Parking Operations Manager to identify new trends, anticipate challenges, review policies and propose process improvements.
• Assists with the Parking Operations Manager on recruiting, evaluating, developing and coaching staff.
• Oversees the maintenance of the parking facilities, including installing, configuring, modifying, updating, troubleshooting and maintaining of packing equipment and parking software.
• May supervise other supervisors in lower classifications.

Consequence of Error/Judgement

Works within existing guidelines, procedures and policies, but exercises good judgment in handling matters of a non-routine nature. Establishes priorities and applies technical knowledge to resolve complex operational issues as they arise.

Poor decisions or lack of tact, diplomacy or sensitivity in dealing with the public could potentially result in missed opportunities, damaged relationships and significant loss of credibility for the University.

Error in judgment regarding equipment maintenance and ordering of supplies may cause adverse effect on a significant number of customers and staff through the interruption of service. Error in procedures may cause monetary loss to either the department or customers.

Supervision Received

Carries out responsibilities independently within management approved guidelines and procedures. Reports to the Parking Operations Manager regarding the attainment of goals and objectives.

Supervision Given

Supervises staff at lower classification levels and may supervise other supervisors. Checks staff members' work and evaluates their performance to ensure they are meeting established goals.

Minimum Qualifications

Graduation from a technical college/institution in electronics or a related discipline, a valid BC driver’s license and a minimum five years of related experience or an equivalent combination of education and experience.

• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Ability to rapidly learn and effectively use various computer systems.
• Ability to effectively recruit, train, supervise and motivate employees.
• Ability to schedule large staff groups in accordance with operational needs, budget and within the Collective Agreement.
• Ability to effectively resolve client complaints in a calm, non-confrontational manner and by exercising sound judgement.
• Ability to make thoughtful, informed and thorough decisions.
• Ability to communicate effectively verbally and in writing, and in a clear, attentive and polite manner.
• Supervisory experience required.
• Ability to foster the long-term learning and development of staff through coaching.