What are the responsibilities and job description for the COUNSELOR_CAREER CTE position at Pittsburgh Public Schools?
POSITION TITLE
Coordinator, Support Center
JOB DESCRIPTION SUMMARY
The Coordinator, Support Center is directly supervised by the Chief Technology Officer and is responsible is responsible for overseeing the daily operations of the District’s Support Center, ensuring that parents, community members, and employees receive timely, efficient, and high-quality service. This role will lead and develop a team of support representatives who receive roughly 40,000 inquiries annually, create and implement strategies to improve Support Center operations and service delivery, and collaborate with other departments to enhance the overall internal and external customer experience. This position plays a strategic role in the Information Technology department.
WORK MONTHS
12 Months
ESSENTIAL FUNCTIONS
1. Lead and direct the staff and daily operations of the Support Center, fostering a positive, high-performing, and productive work environment.
2. Develop, analyze, and monitor key performance indicators to assess the Support Center, and implement data-informed strategies that reduce cost and optimize operations and the customer experience.
3. Oversee the performance and coordination of services provided by external vendors to ensure efficient allocation and utilization of resources.
4. Collaborate with other departments to identify customer experience gaps in order to improve efficiency and effectiveness of ticket workflows.
5. Develop strategic operating procedures and ensure the proper implementation of various strategies and procedures consistent with District goals and best practices for customer service quality.
6. Prepare and present reports on the performance of the Support Center, including key performance indicators, trends, and recommendations to improve alignment with the District’s customer service goals.
7. Ensure that Support Center staff efficiently and effectively handle customer inquiries, complaints, and issues, exceeding the District’s customer service standards.
8. Create and update response scripts and templates for Support Center staff to use as first-line responses to ensure consistency in messaging and customer interactions.
9. Address elevated parent, community, and employee inquiries, concerns, and complaints, coordinating with other departments as needed to reach resolutions.
10. Oversee the use of Support Center technology systems and tools.
11. Partner with the Human Resources department in recruiting, interviewing and selecting qualified staff for the Support Center.
12. Hire, train, supervise, and evaluate the support center staff.
13. Assess staff professional development needs and assign learning opportunities to support employee upskilling and career development.
14. Develop training manuals and implement division trainings.
15. Provide regular updates to supervisor regarding progress towards goals and challenges to meeting goals
16. Lead, and participate in departmental, team, and individual planning and goal setting while fostering a positive and productive work environment.
17. Communicate effectively and confidentially at all levels, over the phone, face-to-face, and electronically.
18. Other relevant duties as assigned by supervisor in support of the Department’s goals and objectives and the District's mission and Superintendent's Priority Goals.
EDUCATION REQUIRED
Bachelor’s degree in Business Administration, Management, or a related field. Master’s preferred.
CERTIFICATION/LICENSURE REQUIRED
None-Required
YEARS OF EXPERIENCE
8 years of experience in a support desk or customer service management role, with a demonstrated ability to lead and develop teams.
KNOWLEDGE, SKILLS, & ABILITIES
WORKING CONDITIONS & PHYSICAL REQUIREMENTS
The working conditions and physical requirements described here are representative of, but not limited to, those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made.
APPLICANT ELIGIBILE CRITERIA
N/A
CITY OF PITTSBURGH RESIDENCY REQUIREMENT
This position requires individuals to live in the territorial boundaries of the School District of Pittsburgh. If hired for this position you will be required to establish residence within three calendar months of your hire date with Pittsburgh Public Schools.
Coordinator, Support Center
JOB DESCRIPTION SUMMARY
The Coordinator, Support Center is directly supervised by the Chief Technology Officer and is responsible is responsible for overseeing the daily operations of the District’s Support Center, ensuring that parents, community members, and employees receive timely, efficient, and high-quality service. This role will lead and develop a team of support representatives who receive roughly 40,000 inquiries annually, create and implement strategies to improve Support Center operations and service delivery, and collaborate with other departments to enhance the overall internal and external customer experience. This position plays a strategic role in the Information Technology department.
WORK MONTHS
12 Months
ESSENTIAL FUNCTIONS
1. Lead and direct the staff and daily operations of the Support Center, fostering a positive, high-performing, and productive work environment.
2. Develop, analyze, and monitor key performance indicators to assess the Support Center, and implement data-informed strategies that reduce cost and optimize operations and the customer experience.
3. Oversee the performance and coordination of services provided by external vendors to ensure efficient allocation and utilization of resources.
4. Collaborate with other departments to identify customer experience gaps in order to improve efficiency and effectiveness of ticket workflows.
5. Develop strategic operating procedures and ensure the proper implementation of various strategies and procedures consistent with District goals and best practices for customer service quality.
6. Prepare and present reports on the performance of the Support Center, including key performance indicators, trends, and recommendations to improve alignment with the District’s customer service goals.
7. Ensure that Support Center staff efficiently and effectively handle customer inquiries, complaints, and issues, exceeding the District’s customer service standards.
8. Create and update response scripts and templates for Support Center staff to use as first-line responses to ensure consistency in messaging and customer interactions.
9. Address elevated parent, community, and employee inquiries, concerns, and complaints, coordinating with other departments as needed to reach resolutions.
10. Oversee the use of Support Center technology systems and tools.
11. Partner with the Human Resources department in recruiting, interviewing and selecting qualified staff for the Support Center.
12. Hire, train, supervise, and evaluate the support center staff.
13. Assess staff professional development needs and assign learning opportunities to support employee upskilling and career development.
14. Develop training manuals and implement division trainings.
15. Provide regular updates to supervisor regarding progress towards goals and challenges to meeting goals
16. Lead, and participate in departmental, team, and individual planning and goal setting while fostering a positive and productive work environment.
17. Communicate effectively and confidentially at all levels, over the phone, face-to-face, and electronically.
18. Other relevant duties as assigned by supervisor in support of the Department’s goals and objectives and the District's mission and Superintendent's Priority Goals.
EDUCATION REQUIRED
Bachelor’s degree in Business Administration, Management, or a related field. Master’s preferred.
CERTIFICATION/LICENSURE REQUIRED
None-Required
YEARS OF EXPERIENCE
8 years of experience in a support desk or customer service management role, with a demonstrated ability to lead and develop teams.
KNOWLEDGE, SKILLS, & ABILITIES
- Experience working in a K-12 urban education setting preferred.
- Supervisory experience with a focus on strong leadership and team management skills.
- Ability to quickly establish credibility among team members including direct reports, peers, and executive leadership.
- Proficiency in support center tools and technologies.
- Strong strategic thinking, problem solving, and conflict-resolution skills.
- Superb editing and proofreading skills.
- High attention to detail, organized, and able to work under pressure managing frequent and competing deadlines.
- Ability to exercise independent judgment in analyzing and resolving problems quickly while making informed decision.
- Outstanding analytical, critical thinking and logistical planning skills.
- Demonstrated proficiency in MS Word, Excel, Outlook, and PowerPoint (Peoplesoft, Munis, SharePoint, Lets Talk preferred)
- Ability to exercise a high degree of confidentiality, professionalism, and diplomacy to accomplish objectives.
- Ability to establish and maintain relationships while working productively with culturally, educationally, and racially diverse internal and external customers.
- Excellent oral, written, and interpersonal communication skills.
- Value, demonstrate, and promote diversity, equity, and inclusion.
WORKING CONDITIONS & PHYSICAL REQUIREMENTS
The working conditions and physical requirements described here are representative of, but not limited to, those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made.
- Varies based on department needs.
APPLICANT ELIGIBILE CRITERIA
N/A
CITY OF PITTSBURGH RESIDENCY REQUIREMENT
This position requires individuals to live in the territorial boundaries of the School District of Pittsburgh. If hired for this position you will be required to establish residence within three calendar months of your hire date with Pittsburgh Public Schools.
