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2nd Shift Call Center Manager

As the 2nd Shift Call Center Manager, you’ll manage the operational performance and quality of service of the Parker Technology call center Monday through Friday in order to achieve the level of customer service promised and the most effective operations possible.

You’ll work with the 1st Shift Call Center Manager to have policies and operations in place for the general leadership and direction of the Call Center on a day-to-day basis. While the direct job responsibilities are split between two people different days of the week, the policies and operations should remain consistent.

How you will make an impact:

  • Provide direction and coaching to 1-3 call center supervisors on different shifts.
    • Assist and coordinate with supervisors in the daily training, coaching, correcting of call center reps
    • Review efforts by supervisors to train and coach CSRs
    • Help supervisors identify areas for improvement or growth
  • Perform individual yearly performance reviews for supervisors and participate in their development plans.
  • Create or maintain a supportive, yet challenging atmosphere among the team. 
  • Keep an eye on the queue.
  • Identify problems and resolve or guide supervisors to resolve them. 
    • Technical issues with equipment or network
    • Inaccurate / incomplete garage information
    • CSRs not following procedures
  • Assist with incoming calls when necessary.
  • Interact with technical team to troubleshoot system problems.
  • Interact with garage leadership to address facility issues.
  • Review reports and metrics related to customer service and operations to evaluate individual and overall performance of the department.
    • Weekly – BI Report
    • Daily – Performance Page
  • Participate in and/or handle escalated issues including communication with parking customers.
  • Communicate major issues to upper management as needed for information or potential follow up with the Client.
  • Interact with Implementation team to coordinate CSR training for new customers.
  • Interact with the Training Manager to provide feedback on new CSRs coming out of the training program.
  • Help ensure CSRs have the fundamental skills needed at the expected level.
  • Represent Clients and CSRs in business activities.
    • Advocate policies and procedures to the Operations leadership team (this team consists of Technical Services, Product Management, Training and Client Services)
    • Inform Product Development
    • Help provide information needed to build forecasted budget for the Call Center
  • Attend conferences, trade shows or sales calls as needed. 
  • Evangelize Parker Technology customer service.
  • Participate in and manage the selection process for CSRs.
  • Lead all efforts involved in employee improvement; evaluation, decisions about strategy or approach, execution, and when necessary termination.
  • Help on days in times of major, unforeseen incidence or planned vacations.
  • Help maintain a clean work environment.
  • Review assessment forms with CSRs and Supervisors.
  • Work with QA Manger to complete audits as necessary for CSR or Facility hot topics.

Culture Fit:

We believe strongly in hiring individuals that align with our core values:

  • Honesty and Integrity
  • Goes above and beyond
  • Excellence in Communication
  • Critical Thinking
  • Noble Intent
  • Servants Heart

Represent these core values to co-workers, leadership, facility contacts and facility customers.

Additionally, help maintain a culture that consists of:

  • Teamwork
  • Communication
  • Acceptance and appreciation for hard work, dedication and respect for the job

What you bring to the table:

  • A.S. or two years of college
  • Previous supervisory experience or 5 years of call center experience
  • Demonstrated ability to work with others to gather information or insight
  • Demonstrated ability to foster team work and achieve goals by motivating others

Apply Today

If you are motivated and results-driven, and enjoy working in a team environment, we’d like to meet you. Send your resume to talent@helpmeparker.com or fill out a contact us form.

Contact Us

“We are so glad we have Parker Technology as our partner! The live communication has made such a difference with our clients and visitors. The staff is so understanding of our needs and responds quickly to any last minute requests. We are completely satisfied with their service!”

— City of Las Vegas

Las Vegas, NV

“Parking is the first and last experience that creates an impression for our university. Parker Technology fits right in with that vision.”

— Indiana University Purdue University Indianapolis (IUPUI)


Indianapolis, IN

“When automating, there's always this fear of losing a level of customer service, but the Parker 24/7 Call Center has eliminated this concern.”

— Riverside Parking

Louisville, KY

“Introducing Parker Technology into our parking facilities allows our patients to see those smiling faces whenever they need assistance.”

— Eskenazi Health

Indianapolis, IN

“I'd recommend to any of my peers to focus on parking operations and leave the calls to the Parker 24/7 Call Center.”

— Park-Rite

Detroit, MI

“We were excited to identify Parker Technology as a solution provider within the PARCS world. Due to the breadth of clients Parker Technology partners with, we are leaning on them as experts in this space to collaborate with us to provide the best solutions for our parking guests. They listen to us as a partner as we tackle the opportunities together; they are truly an extension of our own customer service team.”

— Greenleaf Hospitality Group

Kalamazoo, MI

“Ever since we started using Parker's service several years ago, our customer service levels have increased drastically. Having Parker in our active access lanes has allowed us to increase our facility access with automation technology. This allows us to redirect our staff to other duties instead of sitting in a booth and being more active and present throughout the facilities. Customers have positively commented about this interaction. The Parker team is always quickly accessible and there when we need them. We look forward to expanding the service in more facilities going forward.”

— AllPro Parking

Buffalo, NY

“Everyone at FlexePark is very excited about our new partnership with Parker Technology. It’s great to be able to work with another local company, and we’re looking forward to the improved support they can provide for our customers. This will help FlexePark continue to scale without losing track of customer support.”

— FlexePark

Indianapolis, IN

“Parker Technology enables us to deliver the personal, friendly experience that the City of Asheville wants every parking patron to remember.”

— City of Asheville

Asheville, NC

“Parker Technology has been a great addition to our parking facility here in Denver, definitely value add! The Parker team worked quickly in getting the installation performed and ensuring that all equipment was functioning properly.”

— Denison Parking

Denver, CO

“The customer service we receive from the Parker 24/7 Call Center is above any call center I have ever dealt with, or any on-site company we have used.”

— City of South Lake Tahoe

South Lake Tahoe, CA

“Parker Technology provides a quality call service to several of our garages. Answering all the calls myself previously, I was worried about quality control and how the CSR’s would handle the incoming traffic. I continue to be pleasantly surprised by their professionalism to my parkers and attention to individual unique details at each of my locations. Using their back-end software is very user friendly and I can listen and track all the calls from each location, spending very little time a day.”

— Douglas Parking

Denver, CO

“Partnering with Parker Technology has been invaluable to the early success of our new gate arm systems. Their ability to provide our customers with excellent assistance 24/7 has been crucial to our operation.”

— City of Columbia

Columbia, MO

“Parker Technology's call center helps us provide the standard of excellent service that people expect when they park in a Brandywine garage.”

— Brandywine Realty Trust

Philadelphia, PA

“Combining Parker with remote management by your PARCS system allows you to reach peak ROI and maximize efficiency across one or multiple garages. In the ‘new normal’ of contactless service and automation, Parker is the piece that brings it all together for owners and operators alike to provide a world-class experience for customers.”

— Signature Control Systems

Columbus, OH

“Parker Technology has been a pleasure to work with. They not only provide exceptional service in a professional and courteous fashion, but work as a partner in our operation.”

— UT Health Science Center

San Antonio, TX

“Parker Technology allows our automated parking system to remain user-friendly. Parker's customer service representatives are our advocates with customers.”

— Allen Bell Property Services

Tyler, TX

“We are thrilled to partner with Parker Technology. The addition of their two-way video communication will truly enhance the customer experience for our end users. Parker’s customer service and response times are second to none in the industry and we are excited to offer our customers this state of the art solution.”

— Associated Time Instruments

Dallas, TX

“Parker has helped One Parking reduce staffing costs for our clients and has enabled us to continue to provide top notch in the lane service at the same time. We have been using Parker for several years and are pleased to continue expanding our partnership with them across the country.”

— One Parking

West Palm Beach, FL

“Parker has been a key piece of our continued success across all of our commercial parking garages. They are proactive, attentive, and professional. Their team consistently goes above and beyond to understand not only the equipment difficulties but also the operations and tenants at every location so they can better assist our customers, tenants and our team. They have become an extension of our team and we couldn't be happier to have found them as a partner!”

— Peak Parking

Austin, TX

“Mixing Parker Technology's dependable platform, authentic concern and stellar customer service, has provided Penn State a recipe for on-campus success through all our operational changes over the last couple years. ”

— Penn State University

State College, PA

“We love the system, the metrics, the real time updates. The staff is excellent and always does a great job. It’s actually quite incredible. It’s like having a real person on-site. We love Parker!”

— Stiles Property Management

Fort Lauderdale, FL

“Parker manages the City of Plainfield garage when I am not there. With their service, we have peace of mind about operating the facility almost completely remotely.”

— City of Plainfield

Plainfield, IN

“Parker Technology’s platform for tracking intercom calls and customer issues is intuitive, convenient, and searchable. Having a reliable and responsive intercom service 24 hours a day is great for both our customers and our operations team.”

— Diamond Parking

Seattle, WA