Communications Center Supervisor - First Shift (SHRA)

University of North Carolina Charlotte

$44,486 - $50,099

United States, North Carolina, Charlotte

Oct 03, 2025

Communications Center Supervisor - First Shift (SHRA)

Please see Special Instructions for more details.

The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report
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/

Position Information

General Information

Vacancy Open to	All Candidates
Employment Type	Permanent - Full-time
If time-limited, note appointment end date
Hours per week	40
Months per year	12
Position Number	010264
NC Salary Grade Equivalency	GN08
Classification Title	Administrative Support Supervisor - Journey
Working Title	Communications Center Supervisor - First Shift (SHRA)
Salary Range	$44,486 - $50,099
Anticipate Hiring Range	$44,486 - $50,099
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 such as University 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. Additionally, this position oversees customer assistance with permit and vehicle updates - verifying records for accuracy using multiple industry-specific programs simultaneously. Demonstrates professionalism at all times while dealing with a diverse population and sometimes angry and aggressive patrons, as well as fluency with all Parking and Transportation Services rules and regulations, transportation routes and services, and the ability to access a variety of information to assist customers. Provides new employees with training, and mentoring and performs hiring duties as necessary. Serves as the first-level supervisor for customer complaints and is authorized to make decisions as necessary.
Minimum Education/Experience	Required Minimum Qualifications: Graduation from high school and two years of progressively responsible administrative/office management experience; including some experience as a lead worker; or an equivalent combination of training and experience.
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 Preferred Experience, Skills, Training/Education	Graduation from high school and two years of progressively responsible administrative/office management experience; including some experience as a lead worker with responsibility for coaching, mentoring, and training employees, providing feedback, and fostering a positive team environment.; or an equivalent combination of training and experience. Knowledge of SKIDATA and AIMS parking systems desired, with proficiency in using a computer with multiple monitors and navigating multiple computer programs simultaneously; intermediate skills in MS Office Suite (Word & Excel), Google docs and Gmail; ability to learn industry-specific software. Experienced and excellent customer service skills, to communicate clearly and professionally in person, by phone, email; to respond with prompt and courteous services at all times even in challenging difficult situations, ability to adjust quickly to changing priorities, special events, and emergencies while exercising sound judgment. Experience with Two-way handheld radio and 10-code experience / ability to effectively, and concisely communicate over multiple phone lines and two-way radios as necessary with familiarity with dispatch, call center, or communication center operations, preferably within a higher education or transportation/parking environment working in a college/university setting desired; UNC Charlotte campus a plus.. Strong attention to details with accurate data entry experience both handwritten and computerized with ability to work independently with accountability and maintains confidentiality and demonstrates problem-solving and conflict resolution skills.; dependable in attendance and punctuality.
Necessary Licenses or Certifications
Work Location	PaTS Communication Center
Posting date	10/03/2025
Closing date	10/12/2025
Proposed Hire Date	10/20/2025
Contact Information
Special Notes to Applicants	The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report 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/

Posting Specific Questions

Required fields are indicated with an asterisk (*).

*
Where did you learn about this posting?

(Open Ended Question)
How did you hear about this employment opportunity?
- UNC Charlotte Website
- HERC Job Board
- Inside Higher Education
- Circa (formerly known as Local JobNetwork)
- Another Website
- Agency Referral
- Advertisement/Publication
- Personal Referral
- Other
*
Do you have at least a High School diploma and two years of progressively responsible administrative/office management experience; including some experience as a lead worker with responsibility for coaching, mentoring, and training employees, providing feedback, and fostering a positive team environment.; or an equivalent combination of training and experience?
- Yes- at least a High School diploma/ GED and at least two years of progressively responsible administrative/office management experience
- No
*
Please describe your professional computer and software skills (i.e. Google Gmail, Google Calendar, MS Office, etc). Be specific about the software, level of expertise, and the types of files you have created with each application.

(Open Ended Question)
*
Do you have experience with two way radios and use of 10 codes?
- Yes -both two way radios and use of 10 codes
- Two way radios only
- Knowledge of with no direct experience
- None
*
Do you have working knowledge and experience with SKIDATA and AIMS parking systems? If so, please explain your experience.

(Open Ended Question)

Applicant Documents

Required Documents

Resume / Curriculum Vitae
Cover Letter / Letter of Interest
Contact Information for References

Optional Documents