Manager Customer Support - Routing

Job Description:

First for a reason
First Student is the largest school transportation provider in North America with more than a century of experience providing safe and reliable transportation. We work with 1,250 school districts in 39 states and 8 Canadian provinces carrying approximately five million students in 21,000 schools daily.
Major Responsibilities

• Manages a team responsible for data transformations into our enterprise products.
• Ensure proper phone and email coverage for all products
• Create reports and metrics based on established Key Performance Indicators (KPI) for issue/resolution related to Service Level Agreements (SLA)
• Manage and recommend improvements and efficiencies to Call Center processes and procedures
• Collaborate and partner with both internal and external key stakeholders on issue resolution with products and services
• Collaborate with others to define enhancement requirements, approved business required documents, write user authorized testing plans, and execute test scripts to ensure release quality
• Support application releases with proper communication
• Document and support all Level 1 technical components with the objective of identifying the issue, resolving if possible, then escalating to the appropriate internal or external IT team(s)
• Cross train all analysts so that team members can support all applications
• Document individual objectives, training opportunities and career path for each employee
• May travel to locations for specialized support as requested or needed
• Other responsibilities as required or requested

Minimum Education or Certifications Required

• Bachelor's degree in a business discipline or equivalent experience required.

Minimum Experience or Skills Required

• Proficient in Microsoft Office Products (Excel, Access, PowerPoint, Word) Familiar with SQL
  
• 5+ years of customer support experience, preferably in the Transportation Industry
• 5+ years of practical experience with customer support tools and processes
• Experience working with external customer organizations for planning, implementation, and support
• Experience working with internal customers for planning implementation and support
• Experience working with individuals who utilize mobile applications
• Excellent analytical skills
• Flexible approach with the capability to identify and manage opportunities and risk
• Commercial and financial awareness

First for a Reason
Benefits
We offer competitive compensation and benefits (which vary based on role, location, and business), including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation.
Professional Advancement
Start here. Go far. We believe in promoting from within which means tremendous opportunities for you, thanks to our strong presence across North America. In addition, our 3 to 5 month Manager-In-Development program prepares future leaders at First Student.
Extensive Training
Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency.
Diversity &
Inclusion
Because we're stronger together, we aspire to have a culture where all people are First. We're committed to providing an inclusive and diverse working environment for everyone every day.
Community Service &
Impact
Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First in your community, you'll have a positive impact on others.
Apply today and get your career on the road with First Student!
In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other position requiring employees to drive a company-owned vehicle, are considered safety-sensitive and are therefore subject to drug and alcohol testing, including cannabis.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law. Philadelphia's Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request https:
//www.Phila.Gov/media/20210423160847/Fair-Chance-Hiring-law-poster.Pdf.
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