Description
B.O.S.S. Supervisor
Milwaukee, WI
Full Time
JR10004775
Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.
Position Title:
B.O.S.S. Supervisor
Job Category:
University Staff
Employment Type:
Regular
Job Profile:
Customer Service Supervisor
Job Duties:
FPM Description
Facilities, Planning and Management is committed to promoting respect and civility in the workplace. Our staff serves as role models by practicing exemplary behaviors when working with customers, fellow faculty and staff members, students, and visitors. The mission of the department is to provide a safe, sustainable, and accessible physical environment that supports learning, research, working, living, and recreation. The organization supports the academic and strategic objectives of the University of Wisconsin-Milwaukee with commitment and pride in everything they do.
Job Summary:
The B.O.S.S. Supervisor oversees the late-night ride share program, Be on The Safe Side (B.O.S.S.). This role carries supervisory responsibilities for student employees, including hiring, onboarding, scheduling, training, performance evaluation, and offboarding. Serving as the primary point of contact for B.O.S.S. student staff, the Supervisor also manages escalated customer service concerns and supports the program's day-to-day operations. The position plays a key role in advancing departmental goals by maintaining an inclusive, positive and strong culture and enhancing customer retention. Scheduled hours are 5:30 p.m. to 2:00 a.m., with at least one weekend shift required per week.
Major Responsibilities:
45% Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked.
- Provides leadership and direction to staff and delegate assignments as appropriate. Assign work to staff including B.O.S.S. Operations Assistant, Student B.O.S.S. Team Leads ("TL" and Student B.O.S.S. Drivers.
- Monitor the flow of operations through Trans Loc to ensure maximum safety and efficiency during service. Adjust priorities and schedules where necessary to ensure that optimal coverage is scheduled during high volume times, and days. Consistently monitor and check in with TLs, and drivers and take over TL role to prioritize extra shift coverage as needed. Document performance, recommend appropriate disciplinary action, acknowledge, and provide formal and informal feedback and recognition for good performance.
- Ensure personnel development through training, progressive work assignments, promotion, and career path planning.
- Schedule shifts, approve time off requests, or facilitate shift swaps.
25% Provides exceptional service, engages customers, and resolves escalated or higher-level issues and concerns promptly and professionally.
- Respond to customers' complaints and problems. Ensure that problems are corrected so that operations may continue.
- Troubleshoots and resolves issues in a timely and professional manner. Serves as a first point of contact for individuals and groups, provides basic organizational information via phone, in person, and other communication mediums, and routes more complex inquiries to the appropriate entities.
- Processes customer transactions and may take payments following established policies and procedures
- Support scheduling event logistics as needed.
15% Develops, schedules, and executes unit operational work plans, procedures, policies, and updates to ensure the accuracy and relevancy of delivered information. Distributes communications to the appropriate entities on events.
10% Inspects, maintains, and schedules B.O.S.S. vehicle repairs. Logs, and maintains repair and accident records for DOA.
- Keeps accurate records of vehicle inspections, repairs, and accidents. Filing the appropriate paperwork for the DOA.
5% Other duties as assigned
Hybrid work not possible: This position is not eligible for hybrid work and requires 100% onsite work
*This position's working hours are set to be for second shift. This is non-negotiable.*
Qualifications:
Minimum Qualifications:
- Ability to work 5:30 PM - 2:00 AM, including a minimum of one weekend shift weekly
- Must possess a valid Wisconsin Driver license (or other such valid operator's permit recognized by the Wisconsin Department of Transportation) and be able to meet or exceed the minimum requirements for driving on state business as detailed here: https://uwm.edu/risk-management/drivers/.
- Willingness to operate passenger vehicles in a dense urban environment outside of standard business hours in a variety of weather conditions
- Evidence of proficiency with Microsoft 365 in a professional or school setting.
- Minimum of one year of leadership or coaching or mentorship experience.
- Experience with professional workplace communication via various methods of communication.
Preferred Qualifications:
- Evidence of being accountable for independently and proactively making decisions in a strategic manner
- Demonstrated experience with leading employees (either as a team leader or supervisor/manager)
- Experience with scheduling work assignments
Wage:
$24.04/hr - $28.85/hr (Final salary will be based on candidate's knowledge, skills and experience)
Finalist candidate(s) being considered for hire will be required to provide three professional/supervisor references through an external reference checking tool. References will not be contacted prior to candidates being notified.
Key Job Responsibilities:
Other duties as assigned.
Inspects, maintains, and schedules B.O.S.S. vehicle repairs. Logs, and maintains repair and accident records for DOA.
Keeps accurate records of vehicle inspections, repairs, and accidents. Filing the appropriate paperwork for the DOA.
Develops, schedules, and executes unit operational work plans, procedures, policies, and updates to ensure the accuracy and relevancy of delivered information. Distributes communications to the appropriate entities on events.
Provides exceptional service, engages customers, and resolves escalated or higher-level issues and concerns promptly and professionally.
- Respond to customers' complaints and problems. Ensure that problems are corrected so that operations may continue.
- Troubleshoots and resolves issues in a timely and professional manner.
- Serves as a first point of contact for individuals and groups, provides basic organizational information via phone, in person, and other communication mediums, and routes more complex inquiries to the appropriate entities.
- Processes customer transactions and may take payments following established policies and procedures
- Serves as a first point of contact for individuals and groups, provides basic organizational information via phone, in person, and other communication mediums, and routes more complex inquiries to the appropriate entities.
Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked.
- Provides leadership and direction to staff and delegate assignments as appropriate.
- Assign work to staff including B.O.S.S. Operations Assistant, Student B.O.S.S. Team Leads ("TL" and Student B.O.S.S. Drivers.
- Monitor the flow of operations through Trans Loc to ensure maximum safety and efficiency during service. Adjust priorities and schedules where necessary to ensure that optimal coverage is scheduled during high volume times, and days. Consistently monitor and check in with TLs, and drivers and take over TL role to prioritize extra shift coverage as needed. Document performance, recommend appropriate disciplinary action, acknowledge, and provide formal and informal feedback and recognition for good performance.
- Ensure personnel development through training, progressive work assignments, promotion, and career path planning.
- Schedule shifts, approve time off requests, or facilitate shift swaps.
Application Requirements:
Require cover letter and resume.
If the Search and Screen Committee cannot determine if the minimum qualifications are met, they will be determined as not meeting them.
Reasonable Accommodations
Pursuant to university policy, UWM provides reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual with a disability. If you need assistance or accommodation in applying because of a disability, please contact uwm-jobs@uwm.edu or 414-229-4463. This job announcement and other material on this site will be made available in alternate formats upon request to an individual with a disability.
Confidentiality of Applicant Materials
UWM is a State agency and subject to Wisconsin's Open Records Law. UWM will not, however, reveal the identities of applicants who request confidentiality in writing except as may be required by Wisconsin's Open Records law. In certain circumstances, the identities of "final candidates" and/or the identity of the appointed applicant must be revealed upon request.
CBC and Reference Check Policy
Employment will require a criminal background check. UWM takes the prevention of sexual misconduct seriously. As such, you and your references will be required to answer questions regarding any past findings of sexual violence and sexual harassment or any pending allegations of sexual violence or sexual harassment.
Annual Security and Fire Safety Report (Clery Act)
For the UWM Annual Security and Fire Safety Reports (i.e., Clery Report), which includes statistics about reported crimes and information about campus security policies, see http://www.cleryact.uwm.edu/, or call UWM's Dean of Students Office, Student Union 345 at (414) 229-4632 for a paper copy.
Employment Authorization
In compliance with federal law, all persons at the time of their start date will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
UW is an Equal Opportunity Employer
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, status as a protected veteran, or any other bases protected by applicable federal or State law and UW System policies. We are committed to building a workforce that represents a variety of backgrounds, perspectives, and skills, and encourage all qualified individuals to apply.
To apply, visit https://wisconsin.wd1.myworkdayjobs.com/en-US/UW_Milwaukee/job/Milwaukee-WI/BOSS-Supervisor_JR10004775.
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