Operations Desk Supervisor

Background
Parking and Transportation Services is a self-supporting unit of the University of Minnesota within Auxiliary Services. The department is responsible for the administration, operation and maintenance of reliable and efficient transportation services on the Twin Cities campus including transit, parking, fleet, streets, walkways and way-finding. PTS supports alternatives to the single-occupant vehicle and promotes programs to encourage the University community to walk, bike, carpool, or take the bus. The department handles compliance documentation for all University vehicles or licensed equipment and administers the fuel credit card, vehicle insurance and safety, and employee driver training programs.

PTS Mission
Facilitating safe and effective integrated transportation systems that provide services for pedestrians, bicycles, transit and vehicles.

Responsibilities

80% Oversee Day-to-Day Desk Operations
* Provide daily oversight of the Ops Center.
Manage the Ops Center.
Alter assignments to maintain appropriate coverage on a day-to-day basis to attend to service needs.
Interview and hire help desk coordinators.
Orient, train, coach, discipline, and evaluate staff in the help desk operation.
Administer labor contracts, and University and departmental policies.
Schedule and lead bi-monthly meetings.
Follow department protocol for dealing with emergencies including notification of attendants and closeout procedures.
Provide exceptional customer service to internal and external customers. Actively promote and ensure a culture of quality customer service. Ensure complaints are resolved in a timely manner and individualized service is provided within current department and University policies.
Identify, monitor and track issues, concerns, and challenging customer situations ;
Work to find the best parking solution for customers or direct them to appropriate personnel or resources.
Look for ways to improve efficiency and service levels.
Attend training sessions or seminars to improve performance.
Recommend policies and/or operating procedures changes.
Attend meetings and follow up with customer departments regarding parking needs.
Efficiently solve operational problems; and initiate appropriate actions as required. Elevate and inform the subject matter experts/senior leadership as appropriate.
Partner with the subject matter experts/senior leadership to ensure smooth sale/distribution of credentials associated with PTS programs.
Coordinate information flow to ensure operations center staff and customers are aware of project/program impacts.
Inform Operations Coordinators about upcoming impacts to campus and PTS operations. This includes, but is not limited to facility maintenance schedules, structural repair, construction impacts, closures, etc.
Control information flows and act as a coordination point between operations center staff, and the senior leadership team.
Act as a first-level escalation point for in-depth customer service issues.
Conduct order analysis and inventory and maintain appropriate card stock level
Coordinate system updates/upgrades with PTS IT and vendor
Perform financial analysis to answer customer billing questions. Partner with the accounting/finance staff to resolve customer service issues.
Coordinate the verification of EFS-based translation and arrange for the collection of payments.
Comply with all University and departmental financial and operational conduct policies and enforce proper financial procedures.
Maintain fiscal integrity by monitoring predetermined margins with an emphasis on sound cash control procedures.
Conduct spot audits or other types of audits when requested.
Work with customer service to ensure proper cash handling procedures are followed.
Work in connection with the departmental accounting staff to investigate cash control. procedural problems, errors, and potential theft.
Assist with quarterly and annual audits and oversee and back up month end closing as requested.
Process credit card payments following PCI DSS compliance requirements.
Ensure resolution and escalation of parking and transportation issues
Escalate issues to supervisor/management as appropriate.
Implement ordering processes and resolving issues for parking, alternative transportation, transit, and mobility programs.
Assist with basic financial analysis to answer customer billing questions. Work with the accounting/finance staff to resolve customer service issues.
Answer customer questions and provide guidance regarding the campus transit services.
Utilize Metro Transit website to assist customers with Metro Transit products and services and/or redirect as needed.
Support the Climate Action Plan by promoting alternative transportation.
*
Ensure facility access and revenue control equipment is working efficiently and effectively.
* Establish parking usage in facilities based on supply and demand and make real-time adjustments as needed.
* Utilize departmental PARCS to monitor space, adjust counts and provide usable space to all users of parking facilities.
* Monitors video system for issues and maintenance concerns in University parking facilities.
* Provide direction and feedback to the PARCS vendor on operating issues and testing/software upgrades.
Evaluate site specific concerns and develop plans to mitigate or eliminate potential problems
Report/Coordinate issue entries into vendor ticketing system.
Test equipment.
Assist with parking app implementation.
Support parking operations
* Serve as backup to ops center functions as needed, including parking validations, parking reservations, and parts management system.
* Assist with other parking functions, including events, as needed

20% Support PTS Administration/Strategic Planning
* Partner with PTS leadership in implementing quality control procedures and performance measures to ensure a high level of customer service and appropriate implementation of PTS programs and services.
Participate in efforts to enhance PTS wide programs, initiatives, and projects. ,,
Responsible for ensuring compliance with established standards. Respond to questions related to PTS policy.
* Administration
Staff departmental and U-wide committees and work groups as requested.
Assist in development and implementation of departmental policies, procedures and initiatives. Answer questions related to PTS administrative policy, respond to or initiate inquiries, and explain policies and procedures.
Develop and maintain administrative processes, procedures and systems including electronic and manual tracking and filing systems for PTS.
Resolve issues and problems independently, as appropriate. Identify areas of improvement and make recommendations. Investigate and develop responses to complicated, complex and/or sensitive inquiries, requests and issues.
Attend training, conference sessions, and/or seminars to stay current with emerging practices and continuous improvement.
Operate and effectively use the department's technology including scheduler, electronic payroll and parking access control systems, supervisory reports in AS400, ticket tracking system, financial reconciliation system, Windows operating system, MS Office (Word and Excel), Google Suite, and other systems.
* Communications
Handle complex communications on behalf of PTS leadership, as requested.
Conduct research for reports, documents, publications and/or special projects.
Draft and prepare documents.
Contribute to the development and administration of the annual budget, work plan, business plans, and quarterly updates.
Work with PTS Communications to draft and send customer communications as needed.
Create training and documentation materials.
* Maintain discretion and confidentiality.

Minimum Qualifications
* BA/BS plus at least two years of experience or a combination of related education and work experience to equal at least six years.

Preferred Qualifications
* Knowledge of parking access revenue control and business allocation software or ot
* Ability to identify departmental priorities and make decisions to ensure work efforts and resources are employed appropriately.
* Ability to establish effective working relationships with a diverse customer base and work force.
* Experience leading effectively and working collaboratively with staff in a unionized setting.
* Personal characteristics that distinguish the incumbent as being an effective leader: team builder, customer-driven, decisive, results-oriented, and committed to improvement.
* Highly developed conflict management, negotiation and problem resolution skills.
* Proven written, verbal, interpersonal and persuasion skills.
* Ability to balance multiple work demands and to thrive in a changing environment.
* Knowledge of large-scale parking operations principles and practices; knowledge of parking systems including parking access control software and hardware, AS400 systems, and related systems is desirable.
* Well-developed computer proficiency in effectively using MS Office Suite software for work initiatives.
* Skill in using computerized scheduling software to track personnel.
* Demonstrated commitment to customer service.
* Experience supervising full-time, non-student staff.

Pay Range: $27-$29/hr; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).