Operations Supervisor - Parking Violations Bureau

Job Description

Job Description

We are searching for a dedicated, supportive Operations Supervisor to assist with the management of daily business activities and administrative tasks. The Operations Supervisor will assist in hiring employees and assist in the training process, ensuring that every representative is well prepared for their duties. They will continue to support employees after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to employees.

To succeed as an Operations Supervisor, you should be focused on helping your team build necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive. This position will assist citizens by providing parking citation information, determining appropriate action to resolve problems, answering inquires, maintaining database, scheduling adjudicator appointments, data entry, and other duties as assigned.

The goal is to ensure excellent service standards and maintain high customer satisfaction within a reasonable amount of time. To be successful as an Operations Supervisor, you should be able to resolve problematic situations efficiently and have excellent communication and organizational skills. Ultimately, an outstanding Operations Coordinator should be able to ensure the smooth daily operations of a business.

Operations Manager skills we are looking for:

• Great organizational skills.
• Ability to work beyond the scheduled work hours.
• Great clerical and office skills, familiar with standard formatting of documents and letters.
• Great Communication Skills (Verbal, Oral, Writing)
• Great Personality and Interpersonal skills.
• High Energy Level
• Dependable
• Productive
• Customer Service Focused
• Maintains Professionalism
• Attention to Detail
• General Math Skills
• Basic Computer Skills
• Knowledgeable of Basic Safety

Effectively manage the following

• Cashiers
• Administrative Staff
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Communicate with citizens via the call center (Parking Violation Bureau) to address inquiries regarding parking citations in a professional and courteous manner.
• Responsible for fully understanding the business practices in accordance with the City of St. Louis Treasurer’s Office program and Hudson and Associates, LLC guidelines, policies, and procedures.
• Establish and maintain excellent customer service with each citizen call.
• Analyze citizens’ account, using E-TIMS to assist with questions and informing citizens on proper ticket penalty structure, payment dates and deadline, schedule adjudicator hearings.
• Document/summarize phone dialog with citizen in E-Tims system.
• Void parking tickets in Etims system per the Treasurer’s Department void slips.
• Suspend parking tickets issued by police and PEO’s.
• Record mail correspondence per required policy and procedures.
• Research and review correspondence to determine action required.
• Continually maintain working knowledge of all parking codes, pricing, and procedures.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ensuring employees understand and comply with all company objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating employee performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Job site conditions may be hazardous at times. You'll be responsible for keeping up with the latest

safety measures and ensuring they're in place for the benefit of the public and all staff members.

You may have contact with the public and will be responsible for keeping accurate records of daily

activities.

Physical requirements include:

occasional lifting/carrying 25 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate two-way radio and data management. Subject to walking, standing, sitting, and kneeling to perform essential functions. Working conditions are primarily inside with limited exposure to temperature extremes, dust, damp/wet surfaces, and high noise levels.

CONDITIONS OF EMPLOYMENT:

· Must pass pre-employment drug test.

· Must pass criminal history check.

· Must pass physical.