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The bps.go.id website is the official website of Badan Pusat Statistik (BPS), which is the Central Statistics Agency in Indonesia. It provides a wide range of statistical data and information about various aspects of the country. The website features an extensive collection of demographic, socio-economic, and environmental statistics, as well as information on population, economics, industry, and trade. It offers access to reports, publications, and data sets that can be used for research, planning, and policy-making purposes. The bps.go.id website serves as a valuable resource for individuals, businesses, academics, and government officials seeking reliable and up-to-date statistical information about Indonesia.
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Traffic rank#29,559 Site Rank
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via Top School Jobs
posted_at: 13 hours agoschedule_type: Full-time
REPORTS TO: BPS Helpline Manager
General Description...
Founded in 1647, Boston Public Schools (BPS) is the oldest public school district in the country. With approximately 49,000 students from over 114 different countries, more than 10,000 employees, and an annual budget of $1.2 billion, BPS is the largest school district in Massachusetts and is one of the most diverse as well. BPS has been recognized as one of the top urban school districts in
REPORTS TO: BPS Helpline Manager
General Description...
Founded in 1647, Boston Public Schools (BPS) is the oldest public school district in the country. With approximately 49,000 students from over 114 different countries, more than 10,000 employees, and an annual budget of $1.2 billion, BPS is the largest school district in Massachusetts and is one of the most diverse as well. BPS has been recognized as one of the top urban school districts in the United Students and was recently awarded the Broad Prize for Urban Education as the most improved urban school district in the nation.
Customer service is an important priority for the BPS. As such, the District has launched the BPS Helpline, a centralized information and complaint resolution system designed to provide our constituents - parents, students, community members and more - with a singular point of contact to ensure a more efficient, coherent, and equitable communication system. The BPS Helpline is part of the Division of Family and Community Advancement. The Helpline serves as a hub of information, communication, problem resolution and system access for those who have questions, concerns, or issues in need of resolution. The Helpline is staffed by BPS Helpline Specialists (BHS) skilled at providing superior customer service to constituents by phone, email or in-person.
The new BPS Helpline provides direct support to families, partners, and other collaborators, working across departments and schools to provide information, directly resolve issues, or escalate complaints as needed. Successful candidates will support the BPS Helpline by providing exceptional customer service, exercising excellent resource navigation skills, and utilizing a technology-based, ticketing system to ensure accountability at each step of any resolution process among other talents.
Position Summary :
The BPS Helpline Specialists (BHS) play an integral part in the critical trust-building process - providing stellar and thorough service to everyone who connects with the Helpline, including those who call, email, or stop in. The BHS is the primary point of contact for stakeholders, answering not just the Helpline but also calls and emails made to the Superintendent's Office. The role requires a professional demeanor and the ability to assess constituent's needs, provide accurate information about district protocols, policies, initiatives or events, navigate timely resolution and, independently determine when to successfully connect with additional departments and school staff to help resolve cases for the constituent. This is not an operator or switchboard position, but rather a true customer service position, supporting constituents to and through the point of issue resolution. CSRs are trained and regularly updated on all BPS programming and services in order to build a strong knowledge base and skill set to navigate stakeholder needs. Successful candidates will be those who demonstrate their ability and/or experience thriving in a fast paced, multi-lingual, multi-cultural environment in which continuous learning and improvement is seen as key to their success.
Responsibilities:
• Manage in a professional manner a heavy volume of inbound and outbound calls,emails, 3-1-1 referrals and potentially in-person visitors, in a timely manner with linguistic and cultural appropriateness.
• Be well-versed on all aspects of BPS, especially family-facing protocols and policies.
• Build relationships with the various BPS department contacts, school superintendents, operation leaders, school leaders and others to support our services to families, students, partners and others for effective navigation.
• Actively engage with all stakeholders to understand and address concerns within BPS.
• Participate in daily briefings and be prepared to respond to timely topics (safety incidents, capital projects, pandemic related issues, etc.)
• Triage constituent needs and:
• Provide information as requested;
• Research more complex issues and provide responses;
• Provide recommendations for solutions and utilize a decision tree for complaint resolutions, as needed; and
• Ensure each ticket has a resolution and is closed successfully.
• Document in real time all interactions with constituents utilizing our Customer Relationship Management (CRM) system.
• Meet call metrics and other service level agreements on a daily basis.
• Attend and actively participate in staff meetings, trainings, BPS working groups and professional development.
• Actively participate in outbound calls as necessary for mission critical support (i.e. waitlist calls, summer program calls, etc.) and be willing to support other outreach activities as needed.
• Support critical incidents effectively as a member of the response team in adherence with emergency response protocols when activated.
• Contribute to monthly performance reviews with Team Leads.
• Other duties as assigned.
Qualifications - Required:
• Minimum of a high school diploma or High School Equivalency (HSE) credential (prior customer service experience may be substituted)
• Multilingual; fluent in English and one or more of the following languages: Spanish, Cape Verdean, Portuguese, French, Arabic, Chinese, Somali, Vietnamese, Haitian Creole
• Strong phone and verbal communication skills
• Strong active listening skills, with demonstrated patience and empathy
• Experience working with constituents from a diverse array of backgrounds and needs
• Collaborative focus on work, while able to work independently and manage one's time
• Strong writing skills with a focus on clarity, accuracy and brevity
• Ability to multitask in a fast-paced environment
• Ability to stay calm in high pressure situations
• Adaptable problem solving - able to generate creative and innovative solutions, while maintaining the integrity of BPS policies
• Ability to analyze and communicate complex issues effectively, both verbally and in writing
• Curious learner who asks questions and seeks out answers
• Ability and desire to go the extra step to ensure understanding
• Demonstrated follow-through
• Current authorization to work in the United States - Candidates must have such authorization by their first day of employment
Qualifications - Preferred:
• Experience working as a family advocate, in a resource center or call center
• Demonstrated ability to provide high quality customer service
• Demonstrated skill and comfort with technology
• Demonstrated experience with compliance or regulatory standards
• Post secondary degree or relevant certification related to work
TERMS : City of Boston Residency is Required.
The Boston Public Schools, in accordance with its nondiscrimination policies, does not discriminate in its programs, facilities, employment, or educational opportunities on the basis of race, color, age, criminal record (inquiries only), disability, homelessness, sex/gender, gender identity, religion, national origin, ancestry, sexual orientation, genetics or military status and does not tolerate any form of retaliation, or bias-based intimidation, threat or harassment that demeans individuals' dignity or interferes with their ability to learn or work Show more details...
General Description...
Founded in 1647, Boston Public Schools (BPS) is the oldest public school district in the country. With approximately 49,000 students from over 114 different countries, more than 10,000 employees, and an annual budget of $1.2 billion, BPS is the largest school district in Massachusetts and is one of the most diverse as well. BPS has been recognized as one of the top urban school districts in the United Students and was recently awarded the Broad Prize for Urban Education as the most improved urban school district in the nation.
Customer service is an important priority for the BPS. As such, the District has launched the BPS Helpline, a centralized information and complaint resolution system designed to provide our constituents - parents, students, community members and more - with a singular point of contact to ensure a more efficient, coherent, and equitable communication system. The BPS Helpline is part of the Division of Family and Community Advancement. The Helpline serves as a hub of information, communication, problem resolution and system access for those who have questions, concerns, or issues in need of resolution. The Helpline is staffed by BPS Helpline Specialists (BHS) skilled at providing superior customer service to constituents by phone, email or in-person.
The new BPS Helpline provides direct support to families, partners, and other collaborators, working across departments and schools to provide information, directly resolve issues, or escalate complaints as needed. Successful candidates will support the BPS Helpline by providing exceptional customer service, exercising excellent resource navigation skills, and utilizing a technology-based, ticketing system to ensure accountability at each step of any resolution process among other talents.
Position Summary :
The BPS Helpline Specialists (BHS) play an integral part in the critical trust-building process - providing stellar and thorough service to everyone who connects with the Helpline, including those who call, email, or stop in. The BHS is the primary point of contact for stakeholders, answering not just the Helpline but also calls and emails made to the Superintendent's Office. The role requires a professional demeanor and the ability to assess constituent's needs, provide accurate information about district protocols, policies, initiatives or events, navigate timely resolution and, independently determine when to successfully connect with additional departments and school staff to help resolve cases for the constituent. This is not an operator or switchboard position, but rather a true customer service position, supporting constituents to and through the point of issue resolution. CSRs are trained and regularly updated on all BPS programming and services in order to build a strong knowledge base and skill set to navigate stakeholder needs. Successful candidates will be those who demonstrate their ability and/or experience thriving in a fast paced, multi-lingual, multi-cultural environment in which continuous learning and improvement is seen as key to their success.
Responsibilities:
• Manage in a professional manner a heavy volume of inbound and outbound calls,emails, 3-1-1 referrals and potentially in-person visitors, in a timely manner with linguistic and cultural appropriateness.
• Be well-versed on all aspects of BPS, especially family-facing protocols and policies.
• Build relationships with the various BPS department contacts, school superintendents, operation leaders, school leaders and others to support our services to families, students, partners and others for effective navigation.
• Actively engage with all stakeholders to understand and address concerns within BPS.
• Participate in daily briefings and be prepared to respond to timely topics (safety incidents, capital projects, pandemic related issues, etc.)
• Triage constituent needs and:
• Provide information as requested;
• Research more complex issues and provide responses;
• Provide recommendations for solutions and utilize a decision tree for complaint resolutions, as needed; and
• Ensure each ticket has a resolution and is closed successfully.
• Document in real time all interactions with constituents utilizing our Customer Relationship Management (CRM) system.
• Meet call metrics and other service level agreements on a daily basis.
• Attend and actively participate in staff meetings, trainings, BPS working groups and professional development.
• Actively participate in outbound calls as necessary for mission critical support (i.e. waitlist calls, summer program calls, etc.) and be willing to support other outreach activities as needed.
• Support critical incidents effectively as a member of the response team in adherence with emergency response protocols when activated.
• Contribute to monthly performance reviews with Team Leads.
• Other duties as assigned.
Qualifications - Required:
• Minimum of a high school diploma or High School Equivalency (HSE) credential (prior customer service experience may be substituted)
• Multilingual; fluent in English and one or more of the following languages: Spanish, Cape Verdean, Portuguese, French, Arabic, Chinese, Somali, Vietnamese, Haitian Creole
• Strong phone and verbal communication skills
• Strong active listening skills, with demonstrated patience and empathy
• Experience working with constituents from a diverse array of backgrounds and needs
• Collaborative focus on work, while able to work independently and manage one's time
• Strong writing skills with a focus on clarity, accuracy and brevity
• Ability to multitask in a fast-paced environment
• Ability to stay calm in high pressure situations
• Adaptable problem solving - able to generate creative and innovative solutions, while maintaining the integrity of BPS policies
• Ability to analyze and communicate complex issues effectively, both verbally and in writing
• Curious learner who asks questions and seeks out answers
• Ability and desire to go the extra step to ensure understanding
• Demonstrated follow-through
• Current authorization to work in the United States - Candidates must have such authorization by their first day of employment
Qualifications - Preferred:
• Experience working as a family advocate, in a resource center or call center
• Demonstrated ability to provide high quality customer service
• Demonstrated skill and comfort with technology
• Demonstrated experience with compliance or regulatory standards
• Post secondary degree or relevant certification related to work
TERMS : City of Boston Residency is Required.
The Boston Public Schools, in accordance with its nondiscrimination policies, does not discriminate in its programs, facilities, employment, or educational opportunities on the basis of race, color, age, criminal record (inquiries only), disability, homelessness, sex/gender, gender identity, religion, national origin, ancestry, sexual orientation, genetics or military status and does not tolerate any form of retaliation, or bias-based intimidation, threat or harassment that demeans individuals' dignity or interferes with their ability to learn or work Show more details...
via Salary.com
posted_at: 5 days agoschedule_type: Full-time
Job Title: Warehouse Driver
Department: Warehouse...
Reports to: Warehouse Supervisor
FLSA Status: Non-Exempt
BPS Supply Group (BPSSG) has distributed pipe, valves, fittings, and supplies for over 50 years to a wide range of customers across all markets. Our products and custom solutions connect infrastructure and industry to the resources they depend on, across North America. With 22 strategic locations specializing in oil & gas, energy, construction
Job Title: Warehouse Driver
Department: Warehouse...
Reports to: Warehouse Supervisor
FLSA Status: Non-Exempt
BPS Supply Group (BPSSG) has distributed pipe, valves, fittings, and supplies for over 50 years to a wide range of customers across all markets. Our products and custom solutions connect infrastructure and industry to the resources they depend on, across North America. With 22 strategic locations specializing in oil & gas, energy, construction and more, we are one of the largest independent supply companies in the Western United States And growing in your area!
Position Purpose:
To provide exceptional customer service and support in the Warehouse by preparing and delivering product and material for customers in an efficient, accurate, timely and cost-effective manner, Responsible for the storage, retrieval, processing, and accuracy of product.
Essential Functions
• Responsible for ensuring productivity tools and operational standards are used when performing daily work to ensure performance production rates are met and to reduce irregularities and misdirects.
• Can perform a variety of duties such as picking material, loading, unloading, staging, shipping, and auditing material.
• Keep control over the material(s) for different jobs (separates & stages)
• Maintains building and equipment by ensuring preventative maintenance programs are in place and loss prevention/security/safety policies are followed.
• Conducts safety and security audits, reports safety and security issues.
• Responsible for maintaining inventory accuracy through process development and following quality standards.
• Operate forklift or other machinery in a safe and efficient manner.
• Operate lifts that require employee being lifted in the air up to 20 feet.
• Operate company owned vehicles for the delivery, pickup and relocation of company products and materials
• Provide outstanding customer service during delivery and pickup operations
• Maintain and protect all property entrusted in excellent condition
• May plan route to insure most economical use of time and equipment
• Other duties as needed
Essential Job Knowledge, Skills and Abilities
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The items listed below are representative of the knowledge, skill and/or ability preferred for the position.
• Ability to operate and maintain company equipment in a safe manner at all times
• Ability to establish and maintain professional relationships with employees, supervisors, and customers
• Ability to communicate effectively
• Ability to work independently with minimum supervision
• Ability to perform heavy manual tasks under varying weather conditions
Requirements and/or Preferences
• Must be Eighteen years of age or older
• Must pass drug test and background check
• Possession of high school diploma or equivalent (GED) preferred
• Valid driver’s license
• One (1) year relevant experience preferred or any equivalent combination of education and experience that demonstrates the ability to do the job.
Essential Physical Requirements:
• Standing
• Bending/twisting
• Stooping
• Walking
• Lifting
• Pushing/pulling
• Reaching overhead
• Kneeling/Crawling occasionally frequently.
• This position requires being able to lift/carry up to 50 lbs.
We offer very competitive wages and great benefits which include medical, dental, vision, life insurance, paid time off and 401k program
BPS Supply Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BPSSG complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.
BPS Supply Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of BPSSG’s employees to perform their job duties may result in discipline up to and including discharge Show more details...
Department: Warehouse...
Reports to: Warehouse Supervisor
FLSA Status: Non-Exempt
BPS Supply Group (BPSSG) has distributed pipe, valves, fittings, and supplies for over 50 years to a wide range of customers across all markets. Our products and custom solutions connect infrastructure and industry to the resources they depend on, across North America. With 22 strategic locations specializing in oil & gas, energy, construction and more, we are one of the largest independent supply companies in the Western United States And growing in your area!
Position Purpose:
To provide exceptional customer service and support in the Warehouse by preparing and delivering product and material for customers in an efficient, accurate, timely and cost-effective manner, Responsible for the storage, retrieval, processing, and accuracy of product.
Essential Functions
• Responsible for ensuring productivity tools and operational standards are used when performing daily work to ensure performance production rates are met and to reduce irregularities and misdirects.
• Can perform a variety of duties such as picking material, loading, unloading, staging, shipping, and auditing material.
• Keep control over the material(s) for different jobs (separates & stages)
• Maintains building and equipment by ensuring preventative maintenance programs are in place and loss prevention/security/safety policies are followed.
• Conducts safety and security audits, reports safety and security issues.
• Responsible for maintaining inventory accuracy through process development and following quality standards.
• Operate forklift or other machinery in a safe and efficient manner.
• Operate lifts that require employee being lifted in the air up to 20 feet.
• Operate company owned vehicles for the delivery, pickup and relocation of company products and materials
• Provide outstanding customer service during delivery and pickup operations
• Maintain and protect all property entrusted in excellent condition
• May plan route to insure most economical use of time and equipment
• Other duties as needed
Essential Job Knowledge, Skills and Abilities
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The items listed below are representative of the knowledge, skill and/or ability preferred for the position.
• Ability to operate and maintain company equipment in a safe manner at all times
• Ability to establish and maintain professional relationships with employees, supervisors, and customers
• Ability to communicate effectively
• Ability to work independently with minimum supervision
• Ability to perform heavy manual tasks under varying weather conditions
Requirements and/or Preferences
• Must be Eighteen years of age or older
• Must pass drug test and background check
• Possession of high school diploma or equivalent (GED) preferred
• Valid driver’s license
• One (1) year relevant experience preferred or any equivalent combination of education and experience that demonstrates the ability to do the job.
Essential Physical Requirements:
• Standing
• Bending/twisting
• Stooping
• Walking
• Lifting
• Pushing/pulling
• Reaching overhead
• Kneeling/Crawling occasionally frequently.
• This position requires being able to lift/carry up to 50 lbs.
We offer very competitive wages and great benefits which include medical, dental, vision, life insurance, paid time off and 401k program
BPS Supply Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BPSSG complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.
BPS Supply Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of BPSSG’s employees to perform their job duties may result in discipline up to and including discharge Show more details...
via LinkedIn
posted_at: 1 day agoschedule_type: Full-time
REPORTS TO: Constituent Services Director
General Description...
Founded in 1647, Boston Public Schools (BPS) is the oldest public school district in the country. With approximately 49,000 students from over 114 different countries, more than 10,000 employees, and an annual budget of $1.2 billion, BPS is the largest school district in Massachusetts and is one of the most diverse as well. BPS has been recognized as one of the top urban school districts
REPORTS TO: Constituent Services Director
General Description...
Founded in 1647, Boston Public Schools (BPS) is the oldest public school district in the country. With approximately 49,000 students from over 114 different countries, more than 10,000 employees, and an annual budget of $1.2 billion, BPS is the largest school district in Massachusetts and is one of the most diverse as well. BPS has been recognized as one of the top urban school districts in the United Students and was recently awarded the Broad Prize for Urban Education as the most improved urban school district in the nation.
Excellent customer service through effective, transparent, accountable engagement is a top District priority. We want to ensure that parents, students, staff, and community members are receiving timely and accurate information and equitable support. Prior to the BPS Helpline, a pandemic-specific family hotline was created to support families, students, and school staff during the COVID-19 pandemic with questions primarily focused on technology and other related concerns and basic issues. Since implementing this new approach, it has become clear that having one centralized point of contact is a key component of providing a more efficient, coherent, and equitable communication system for initial response and extended support for matters that need an accountable, supportive response for deeper matters. As a result, the Helpline was developed to serve as a hub of information, communication, and effective district access for those who have questions, concerns, or issues. Recognizing the value of a constituent helpline, BPS has created a team focused on constituent success within the Division of Family and Community Advancement.
The BPS Helpline supports the district across many departments, divisions and the network of schools as a response and resolution center, providing the highest level of constituent support in meeting the needs of parents, students, and community partners. This team will assist BPS in providing superior support service to constituents and staff that connect with them by phone, email, walk-in and/or other engagement channels with inquiries, issues, or complaints. The BPS Helpline will be housed within the Office of Family and Community Advancement to serve as the front of house team in place to provide exceptional customer service for the district through diverse channels where our constituencies need us most.
Position Summary:
The BPS Helpline Manager (“Manager”) is responsible for managing the day-to-day operations of the BPS Helpline, a response and resolution center (aka “support center”) for the district. The Manager will be focused on developing the highest proficiency of the team, while leveraging technology, space and all appropriate aspects of engagement with a focus on a constituent-first mindset. The Manager will partner with the teams within the Family and Community Advancement Division and will report to the Constituent Services Director in the development and advancement of the service offerings provided by the Helpline. This person will be a key advocate for BPS community member success and work cross-functionally with BPS Departments to improve on the consistency and quality of information or services provided to all BPS constituencies. This person, in coordination with the Constituent Services Director, will ensure that we have full engagement with BPS Departments and the network of schools to develop or maintain highly effective processes for information sharing, case management and resolution support.
The Manager will also be responsible for generating constituent insights reports through qualitative and quantitative metrics that will be shared with the Constituent Services Director, divisional leadership and others to operate efficiently and effectively towards positive constituent outcomes. This person is able to generate and identify key areas to improve support service processes and procedures to improve constituent success. In addition, the Manager will be directly responsible for the operation of two important IT systems: a CISCO call center management program, and FreshDesk - a ticketing system tool which tracks inquiries and complaints that come into the support center. The ideal person is a driven, passionate, customer-focused problem solver who is committed to quality and execution towards metrics and goals for successful constituent engagement and resolution of interactions.
Responsibilities:
People
• Actively engage with families, students, school leaders, and other partners to understand their needs and brainstorm solutions to establish high-quality operations and customer service
• Supervise the team of BPS Helpline Specialists by providing guidance and support to develop a strong constituent support center that provides phone, email and in-person services to start and more expansive opportunities to follow
• Participate in, and develop Specialists’ capacity to critically engage in, family support events and workshops via collaboration with the the Community Engagement, Family School Engagement and Partnership teams, schools or other departments as appropriate
• Build relationships and facilitate two-way communication with families and BPS to support the home-to-school communication loop for general inquiries or concerns and closed-loop resolution for constituent complaints
Operations:
• Manage daily operations of the Helpline, including, but not limited to: preparing schedules, team supervision and evaluation, providing and/or designing on-going training or coaching to encourage progressive professional development
• Maintain fidelity to core operational schedule while ensuring that the BPS Helpline team equitably contributes to extended support needs that arise (ex. Appropriately scheduling for community meetings and engagements in advance or alternative scheduling plans for ad hoc urgent response needs)
• Create and maintain a welcoming, team-oriented and professional support center atmosphere in terms of staff professionalism, physical space, and use of technology
• Manage CISCO call management system and case management ticketing system for daily operational needs, data management and report generation
• Participate in capacity-building trainings facilitated by the Director, district resources and/or other work-related opportunities as deemed appropriate by division leadership
• Work with the BPS Communications Office and other departments on all external communications that pertain to families in coordination with the Director
• Respond accurately to questions from stakeholders in a courteous, empathetic and culturally sensitive manner
• Support and/or attend community meetings and BPS engagements as identified by the Director
• Effectively use the FreshDesk system and/or other technologies to contribute to the design, implementation and maintenance of internal/external knowledge base resources for public and staff use
• Other projects as assigned
Data & Insights and Analytics
• Generate constituent insights from data that drive business decisions to improve policies and procedures, leading to greater constituent satisfaction in line with the strategic goals and objectives established by the Constituent Services Director or division leadership
• Report to the Constituent Services Director and Executive Team on constituent trends, workflow, areas of growth, challenges, and opportunity through dashboards and presentations
• Contribute effectively to the design and implementation of a public-facing dashboard for key service metrics
Qualifications - Required:
• Bachelor’s degree or minimum of five (5) years in an operations role with a focus on constituent services, customer service, issue resolution, or similar function
• Multilingual; fluent in English and one or more of the main BPS home languages: Spanish, Cape Verdean, Portuguese, French, Arabic, Chinese, Somali, Vietnamese, Haitian Creole, ASL
• Experience working with Constituent Relationship Management (CRM) systems and CISCO phone systems
• Passion for driving constituent outcomes utilizing quantitative and qualitative data
• Demonstrated ability to analyze and communicate complex issues effectively, both verbally and in writing
• Solid written and verbal communication, listening, organizational, problem-solving and priority setting skills
• Demonstrated commitment to a strong stakeholder focus on all tasks, especially while under pressure
• Ability to build relationships within BPS with the various departments and schools to support constituent work
• Ability to maintain a high level of confidentiality in day-to-day duties
• Ability and willingness to frequently work outside the usual business hours, including early mornings, evenings and weekends as needed
• Demonstrated ability to relate well with families from diverse backgrounds
• Demonstrated ability to work effectively with culturally, linguistically, racially, socio-economically, and religiously diverse populations
• Ability and commitment to perform tasks with integrity, fidelity to processes and express values consistent with the BPS Mission
• Knowledge and experience in Microsoft Office Suite (Word and Excel primarily), Google Suite and other data analysis tools
Qualifications - Preferred:
• Master’s degree
• Experience leading or working in a call center
• Experience working in customer service
• Computer science, social work, social justice, marketing, public relations, or business background highly desired
Terms: Managerial, C52.
The Boston Public Schools, in accordance with its nondiscrimination policies, does not discriminate in its programs, facilities, or employment or educational opportunities on the basis of race, color, age, criminal record (inquiries only), disability, homelessness, sex/gender, gender identity, religion, national origin, ancestry, sexual orientation, genetics or military status, and does not tolerate any form of retaliation, or bias-based intimidation, threat or harassment that demeans individuals’ dignity or interferes with their ability to learn or work Show more details...
General Description...
Founded in 1647, Boston Public Schools (BPS) is the oldest public school district in the country. With approximately 49,000 students from over 114 different countries, more than 10,000 employees, and an annual budget of $1.2 billion, BPS is the largest school district in Massachusetts and is one of the most diverse as well. BPS has been recognized as one of the top urban school districts in the United Students and was recently awarded the Broad Prize for Urban Education as the most improved urban school district in the nation.
Excellent customer service through effective, transparent, accountable engagement is a top District priority. We want to ensure that parents, students, staff, and community members are receiving timely and accurate information and equitable support. Prior to the BPS Helpline, a pandemic-specific family hotline was created to support families, students, and school staff during the COVID-19 pandemic with questions primarily focused on technology and other related concerns and basic issues. Since implementing this new approach, it has become clear that having one centralized point of contact is a key component of providing a more efficient, coherent, and equitable communication system for initial response and extended support for matters that need an accountable, supportive response for deeper matters. As a result, the Helpline was developed to serve as a hub of information, communication, and effective district access for those who have questions, concerns, or issues. Recognizing the value of a constituent helpline, BPS has created a team focused on constituent success within the Division of Family and Community Advancement.
The BPS Helpline supports the district across many departments, divisions and the network of schools as a response and resolution center, providing the highest level of constituent support in meeting the needs of parents, students, and community partners. This team will assist BPS in providing superior support service to constituents and staff that connect with them by phone, email, walk-in and/or other engagement channels with inquiries, issues, or complaints. The BPS Helpline will be housed within the Office of Family and Community Advancement to serve as the front of house team in place to provide exceptional customer service for the district through diverse channels where our constituencies need us most.
Position Summary:
The BPS Helpline Manager (“Manager”) is responsible for managing the day-to-day operations of the BPS Helpline, a response and resolution center (aka “support center”) for the district. The Manager will be focused on developing the highest proficiency of the team, while leveraging technology, space and all appropriate aspects of engagement with a focus on a constituent-first mindset. The Manager will partner with the teams within the Family and Community Advancement Division and will report to the Constituent Services Director in the development and advancement of the service offerings provided by the Helpline. This person will be a key advocate for BPS community member success and work cross-functionally with BPS Departments to improve on the consistency and quality of information or services provided to all BPS constituencies. This person, in coordination with the Constituent Services Director, will ensure that we have full engagement with BPS Departments and the network of schools to develop or maintain highly effective processes for information sharing, case management and resolution support.
The Manager will also be responsible for generating constituent insights reports through qualitative and quantitative metrics that will be shared with the Constituent Services Director, divisional leadership and others to operate efficiently and effectively towards positive constituent outcomes. This person is able to generate and identify key areas to improve support service processes and procedures to improve constituent success. In addition, the Manager will be directly responsible for the operation of two important IT systems: a CISCO call center management program, and FreshDesk - a ticketing system tool which tracks inquiries and complaints that come into the support center. The ideal person is a driven, passionate, customer-focused problem solver who is committed to quality and execution towards metrics and goals for successful constituent engagement and resolution of interactions.
Responsibilities:
People
• Actively engage with families, students, school leaders, and other partners to understand their needs and brainstorm solutions to establish high-quality operations and customer service
• Supervise the team of BPS Helpline Specialists by providing guidance and support to develop a strong constituent support center that provides phone, email and in-person services to start and more expansive opportunities to follow
• Participate in, and develop Specialists’ capacity to critically engage in, family support events and workshops via collaboration with the the Community Engagement, Family School Engagement and Partnership teams, schools or other departments as appropriate
• Build relationships and facilitate two-way communication with families and BPS to support the home-to-school communication loop for general inquiries or concerns and closed-loop resolution for constituent complaints
Operations:
• Manage daily operations of the Helpline, including, but not limited to: preparing schedules, team supervision and evaluation, providing and/or designing on-going training or coaching to encourage progressive professional development
• Maintain fidelity to core operational schedule while ensuring that the BPS Helpline team equitably contributes to extended support needs that arise (ex. Appropriately scheduling for community meetings and engagements in advance or alternative scheduling plans for ad hoc urgent response needs)
• Create and maintain a welcoming, team-oriented and professional support center atmosphere in terms of staff professionalism, physical space, and use of technology
• Manage CISCO call management system and case management ticketing system for daily operational needs, data management and report generation
• Participate in capacity-building trainings facilitated by the Director, district resources and/or other work-related opportunities as deemed appropriate by division leadership
• Work with the BPS Communications Office and other departments on all external communications that pertain to families in coordination with the Director
• Respond accurately to questions from stakeholders in a courteous, empathetic and culturally sensitive manner
• Support and/or attend community meetings and BPS engagements as identified by the Director
• Effectively use the FreshDesk system and/or other technologies to contribute to the design, implementation and maintenance of internal/external knowledge base resources for public and staff use
• Other projects as assigned
Data & Insights and Analytics
• Generate constituent insights from data that drive business decisions to improve policies and procedures, leading to greater constituent satisfaction in line with the strategic goals and objectives established by the Constituent Services Director or division leadership
• Report to the Constituent Services Director and Executive Team on constituent trends, workflow, areas of growth, challenges, and opportunity through dashboards and presentations
• Contribute effectively to the design and implementation of a public-facing dashboard for key service metrics
Qualifications - Required:
• Bachelor’s degree or minimum of five (5) years in an operations role with a focus on constituent services, customer service, issue resolution, or similar function
• Multilingual; fluent in English and one or more of the main BPS home languages: Spanish, Cape Verdean, Portuguese, French, Arabic, Chinese, Somali, Vietnamese, Haitian Creole, ASL
• Experience working with Constituent Relationship Management (CRM) systems and CISCO phone systems
• Passion for driving constituent outcomes utilizing quantitative and qualitative data
• Demonstrated ability to analyze and communicate complex issues effectively, both verbally and in writing
• Solid written and verbal communication, listening, organizational, problem-solving and priority setting skills
• Demonstrated commitment to a strong stakeholder focus on all tasks, especially while under pressure
• Ability to build relationships within BPS with the various departments and schools to support constituent work
• Ability to maintain a high level of confidentiality in day-to-day duties
• Ability and willingness to frequently work outside the usual business hours, including early mornings, evenings and weekends as needed
• Demonstrated ability to relate well with families from diverse backgrounds
• Demonstrated ability to work effectively with culturally, linguistically, racially, socio-economically, and religiously diverse populations
• Ability and commitment to perform tasks with integrity, fidelity to processes and express values consistent with the BPS Mission
• Knowledge and experience in Microsoft Office Suite (Word and Excel primarily), Google Suite and other data analysis tools
Qualifications - Preferred:
• Master’s degree
• Experience leading or working in a call center
• Experience working in customer service
• Computer science, social work, social justice, marketing, public relations, or business background highly desired
Terms: Managerial, C52.
The Boston Public Schools, in accordance with its nondiscrimination policies, does not discriminate in its programs, facilities, or employment or educational opportunities on the basis of race, color, age, criminal record (inquiries only), disability, homelessness, sex/gender, gender identity, religion, national origin, ancestry, sexual orientation, genetics or military status, and does not tolerate any form of retaliation, or bias-based intimidation, threat or harassment that demeans individuals’ dignity or interferes with their ability to learn or work Show more details...
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