Parking Supervisor

Under the guidance of the Parking Operations Manager, the Parking Supervisor assumes responsibility for overseeing the safe and effective operations of parking facilities and traffic regulations on campus. The Parking Supervisor promptly responds to trouble calls and provides supervision and guidance for various aspects of parking operations, including evening and weekend shifts' enforcement. Collaborating with the Operations Supervisor – Support Desk and Parking Operations Manager, the Parking Supervisor actively participates in setting goals and objectives for parking operations.

As a key figure in maintaining the safety and efficiency of parking facilities and traffic regulations on campus, the Parking Supervisor contributes significantly to staff safety and well-being. This involves providing support, training, and cultivating a positive work environment. Responsibilities include directing and allocating work tasks, monitoring work quality, and providing leadership and coaching to staff as needed. Adherence to relevant policies, coupled with high levels of empathy, conflict resolution skills, and effective communication, is integral to the role. Operating with minimal supervision, the Parking Supervisor exhibits proactive problem-solving abilities, anticipating both staff and operational needs to drive continuous improvement.

Organizational Status
Reports to the Parking Operations Manager.

Work Performed

• Actively leads, monitor performance, and coach Compliance officers, aiming to increase operational efficiency, productivity, and staff accountability.

• Supervises Parking Facilities and Operations while monitoring traffic, reviewing and discussing changes in trends with the operations team.

• Participates in staff recruitment and evaluation. Identifies coaching and training opportunities, coach staff and leads training.

• Documents training, performance issues, and coaching conversations, escalating issues to the Operations Supervisor and the Parking Operations Managers in a timely manner.

• Fosters a positive, friendly, and collaboratively work environment. Supports the staff and acts as the primary point of contact for any staff needs and queries.

• Seeks for support and escalates staff and operational issues to the Operations Supervisor and the Parking Operations Manager in a timely fashion.

• Participates in the scheduling of staff. Makes appropriate adjustments to staff schedule according to operational needs.

• Attends to customers complaints in person, over the phone and by e-mail.

• Answers event request e-mails, coordinate and administers parking requests for special events, liaising with UBC Departments and stakeholders. Prepares quotes, invoices and arranges for event payments.

• Responsible for the implementation and operation of parking events based on established policies, procedures and guidelines.

• Following established guidelines and operational requirement, collects data required for planning of events, creates event plans, including Traffic Control Plans and schedules staff according to approved plan.

• Leads the events team and performs traffic control when required.

• Gathers suggestions and feedback from staff and participates in departmental policy and procedure review meetings.

• Monitors operational and staff performance against established targets, goes on ride-along with staff and regularly performs spot checks to verify quality of work.- Coordinates the implementation of new processes and provides feedback on departmental policies and procedures to ensure operational, audit and customer service effectiveness.

• Ensures safety inspections are conducted as scheduled and deficiencies are addressed.

• Ensures radio/in person checks are performed with field staff to ensure safety of personnel, and regularly checks the work of others to ensure safety procedures are adhered to.

• Consolidates and prepares reports such as Capacity/Utilization reports.

• Responds to field staff requests for support.

• Responds to queries and complaints by dispatching appropriate staff or attending personally as required.

• Monitors customer service and other operational standards to ensure that customer service interactions are handled in a friendly, professional manner.

• During evenings and weekends, supervises staff within other parking units as required. Liaises with appropriate departmental managers on staffing, performance and operational issues as appropriate.

• Supervises and coordinates the release of towed vehicles as required, logging information appropriately.

• Participates in or performs the work of staff at lower classifications in all parking areas as operationally required.

• May assist office staff and carry out any other related duties as required in keeping with the qualifications and requirements of positions in this classification.

Consequence of Error/Judgement

Inappropriate staffing decisions may lead to gaps in operational requirements and achieving departmental goals, resulting in decreased revenue and compromised customer service. Failure to monitor and report on non-compliance to departmental policies and procedures, key-performance-indicators and anomalies could lead to decreased revenue, compromised customer service, inadequate public safety and structural failures.

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

Supervision Received
Minimal supervision under the general direction of the Operations Supervisor – Support Desk and the Parking Operations Manager. Exercises judgment based on extensive knowledge of policies, procedures and guidelines.

Supervision Given
Responsible for the training, coaching, supervision and delegation of work to Parking Compliance Officers, event staff and other parking staff, as appropriate. Oversees work and provides guidance to employees.

Minimum Qualifications
High school graduation and completion of a post-secondary training program, a valid BC Driver’s license and a minimum three 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

• Must have a valid Class 5 B.C. Driver's License.

• Knowledge of parking industry practices an asset.

• Ability to work flexible hours.

• Proficient in Word, Excel, and Outlook and ability to learn various administrative software and mobile applications.

• Ability to lead by example, effectively train, supervise, and motivate staff.

• Ability to react to operational changes, adapting work plan to effectively resolve problems.

• Ability to effectively manage multiple tasks and priorities.

• Ability to provide excellent customer service including being calm, courteous and patient.

• Ability to perform basic mechanical repairs to equipment.

• Must be in good physical condition necessary to perform the requirements of the job, including driving, walking or standing for all or most of the shift, and holding a traffic control paddle when performing traffic control.

• Excellent oral and written communication, interpersonal and organizational skills. Excellent telephone manner.

• Ability to be responsive to urgent issues and complex situations.

• Ability to have difficult conversations with staff, to influence people and de-escalate situations.

• Ability to maintain accuracy with great attention to detail.

• Ability to problem solve and to exercise resourcefulness and initiative.

• Ability to keep sensitive matters confidential and to exercise sound judgment, tact and discretion.

• Must be able to attend a TCP-Traffic Control Certification course (provided by the employer) and successfully pass the examination.

• Satisfactory Criminal Record Check.