Stanford University IT (UIT) Operator Services Center (OSC) is a 24/7/365 operation that provides call and paging support for information and directory calls, medical and facility emergencies, and on-call critical response team schedules and contacts.
The Operator Services supervisor is responsible for supervising 36 bargaining union operators. Supervisor manages the day-to-day operations and ensures operations are in line with established policies and procedures. Supervisor is responsible for hiring personnel, training of staff, skills training, career coaching, personal development, performance management, and appropriate use of staff resources. This position is under the direction of the Operator Services Center Manager.
Supervisor Job Duties:
Manage bargaining union staff of 36 operators
Interpret, implement and ensure compliance with University Administrative Guide and Bargaining Union Guide policies and procedures. Recommend new internal processes, policies, guidelines and procedures
Evaluate business plans and processes for operational and/or financial effectiveness. Analyze and resolve complex issues and provide alternative solutions as necessary. May lead process improvement for immediate unit or program. Influence leadership on specific recommendations for current operations and future development
Analyze needs and make recommendations to leadership for changes in staffing, facilities, health and safety compliance, finance, technology and/or administrative functions.
Manage the finances for area(s) of responsibility which includes developing, monitoring, analyzing, forecasting and reporting on the annual budget
Represent the department or program's business operations and administrative affairs within the organization/school and/or outside constituencies
Attend educational workshops, establish networks, benchmark state-of-the-art practices; participate in professional societies
Conduct shift briefings to provide updates, assignments, training, and uniform compliance.
Work with staff and manager to identify process and quality improvements
Research/Investigation of any service issues
Run and post daily metrics
Monitor and process Service Tickets in timely manner
Implementation of process improvements/changes
Track and monitor employees' attendance on a daily basis and address unsatisfactory attendance in a timely and consistent manner
Manage incidents of workplace misconduct, progressive discipline with professionalism and in compliance with HR guidelines
Meet with clients often to ensure client satisfaction
Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.
Qualifications The ideal candidate will have a passion for a fast pace, 24/7/365 call center operations and metrics, coupled with a high standard for customer service. H/she will lead by example, demonstrating professionalism, accountability, positive outlook, solutions focus, and a drive to ask why. Supervisor must be resourceful, work well in a collaborative environment and enjoy their work. Exceptional prioritization, organizational and problem-solving skills with keen attention to detail, while maintaining flexibility with ever-changing deadlines and prioritiesStrong written and verbal communication skills to explain critical processes and proceduresExcellent multi-tasking and organizational skills to effectively manage a diverse service centerStrong documentation skills, noting dates, times, and narratives Requirements
Shift work flexibility a must. Primarily work swing shift but may need to alternate shift depending on operational needs.
Four-year college degree or equivalent work experience
Minimum of five (5) years of direct management experience
Four (4) or more years working in a fast paced 24/7/365 call center environment
Supervisory experience of a non-exempt bargaining unit staff is strongly preferred
Familiarity with the Healthcare industry, including critical code communications and HIPAA laws and regulations
Previous project management responsibilities, preferably in correlation with a telecom system migration or upgrade
Demonstrated ability with the call center platform (Avaya and Cisco) and reporting;
Power-user level skills in Excel, Word and Google Drive
Roll-up-your-sleeves work ethic that drives you to be engaged and solution oriented
Location: Business Affairs, California, United States Schedule: Classification Level:
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 9000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu.Stanford University is an eq...ual opportunity employer and is committed to increasing the diversity of its faculty. It welcomes nominations of and applications from women, members of minority groups, protected veterans and individuals with disabilities, as well as from others who would bring additional dimensions to the university’s research, teaching and clinical missions.