Supervisor, FMO Customer Support

JOB SUMMARY

This position is part of the FMO Finance & Accountability team that supports Facilities, Maintenance & Operations (FMO) under the Customer Support department as essential personnel. The Supervisor reports to the Director I and oversees the daily operations of the Customer Support Agents (CSAs) and Senior Customer Support Agents (Senior CSAs) as it relates to maintenance requests, procard allocations, emergency response communications, payroll processing, and purchase requisitions on behalf of the FMO department. Provides direct support to the Director I to ensure optimum efficiency, ad hoc reporting, and completion of special projects. Coordinates with other departments, vendors, schools, and community stakeholders providing information in response to general inquiries and escalated concerns ensuring delivery of excellent customer service.
 

MAJOR DUTIES & RESPONSIBILITIES

List most important duties first
1.    Provides technical leadership, guidance, and daily team coordination to Customer Support staff, addressing and advising on escalated clerical and administrative issues within the FMO department. 
2.    Conduct quality audits on work completed by Customer Support Agents (CSAs) and Senior CSAs, providing feedback and leading the implementation of process improvement initiatives. 
3.    Perform advanced administrative and business support activities, including the development of business processes and participation in interdepartmental project planning and oversight. 
4.    Administers performance evaluations and appraisals for support staff, providing constructive feedback and coaching for professional growth
5.    Provides operational back-up support to CSAs and Senior CSAs by performing specialized duties such as call monitoring, service request creation, payroll processing, and purchase requisition management.    
 

MAJOR DUTIES & RESPONSIBILITIES CONTINUED

6.    Facilitate onboarding, initial training, and refresher training sessions for Customer Support staff and FMO personnel, promoting continuous process improvement.
7.    Lead initiatives to enhance workflow efficiency, service standards, and team collaboration within the Customer Support division. 
8.    Collaborate closely with departmental leadership to ensure alignment of support services with broader organizational goals and expectations. 
9.    Serves as backup to the Director I, assuming leadership responsibilities and decision-making authority in their absence to ensure continuity of Customer Support operations.
10.    Performs other related duties and special projects assigned to support the success of the Customer Support team and FMO Administrative Services.
 

EDUCATION

High School Diploma or GED
 

WORK EXPERIENCE

5 to 7 years
 

SKILL AND/OR REQUIRED LICENSING/CERTIFICATION

SAP, Time Clock Plus, Microsoft Office, CISCO Finesse, Eleveo Quality Management, Office equipment (computer, copier, etc.), SharePoint, FootPrints   
Requires strong interpersonal and leadership skills, and the ability to manage one’s own time and the time of others.
 

LEADERSHIP RESPONSIBILITIES

Work Leadership. Regularly provides project management or team leadership to support staff and has formal supervisory responsibility. Leading and directing typically involves monitoring work performance and providing guidance on escalated issues. 
 

WORK COMPLEXITY/INDEPENDENT JUDGMENT

Work involves the application of moderately complex procedures and tasks that are quite varied. Independent judgment is often required to select and apply the most appropriate of available resources. Ongoing supervision is provided on an "as needed" basis.
 

BUDGET AUTHORITY

Compiles and organizes data and figures.
 

PROBLEM SOLVING

Decisions are made on routine matters affecting few individuals and usually within the confines of the job's own department. Specific job activities and results are typically reviewed closely. There are limited requirements for developing new ideas or changes in methods, procedures, or services.
 

IMPACT OF DECISIONS

Follows rules and procedures. Decisions can have major impact to HISD operations.  
 

COMMUNICATION/INTERACTIONS

Information sharing - gives and receives information such as options, technical direction, instructions, and reporting results. Interactions are mostly with customers, direct reports, FMO leadership team, colleagues within Customer Support department, and other district-wide personnel.
 

CUSTOMER RELATIONSHIPS

Takes routine or required customer actions to meet customer needs. Responds promptly and accurately to customer complaints, requests for information, and coordinates appropriate follow-up. 
May handle escalated issues. 
 

WORKING/ENVIRONMENTAL CONDITIONS

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.
Ability to carry and/or lift less than 15 pounds.