Customer Service Center Supervisor - 135826

Work Schedule: Monday - Friday, 7:00am -3:30pm (some weekends or holidays depending on operational needs)

Join the Residential, Retail and Supply Chain Services (RRSS) team at UC San Diego, a dynamic and innovative campus department dedicated to delivering exceptional service to the university community. As a valued RRSS team member, you will be contributing to a broad and complex organization consisting of five key units: Housing, Dining and Hospitality (HDH), Integrated Procure-to-Pay Solutions (IPPS), the UC San Diego Bookstore, Triton Print & Digital Media, and the Early Childhood Education Center (ECEC). With a focus on innovation and customer satisfaction, RRSS aims to inclusively meet the diverse needs of the UC San Diego community while fostering a sense of belonging for our students and staff. As a member of the HDH team, you will be part of a self-funded unit with over 900 staff employees, 1,000 student employees, and an annual operating budget of $250 million, providing housing and dining services to over 20,000 students, faculty, staff, and their families. RRSS is proud to promote and create opportunities for greater equity, diversity and inclusiveness within our division.

Receives work assignments that are subject to a moderate level of control and review. Directs subordinates providing building maintenance activities to include basic plumbing and pipefitting, carpentry, painting and plastering, service of machinery, electrical maintenance and custodial. Includes call center triage and tracking of repair services.

Under general supervision, provide support for HDH's Maximo system, includinguser setup and maintenance, setup and configuration of Start Center portlets, and screen modifications.

Collaborate with IT (Informational Technology) Division to troubleshoot and resolve complex technical and functional issues. Provide training as necessary to help end-user's interactions with systems. Coordinate the development, implementation, training and tracking of Standard Operating Procedures (SOPs) relating to department workflow. Recommend measures in Maximo to improve reliability, accountability, quality, performance, work conditions and safety and increase efficiency of the department using a team approach. Serve as the liaison to RRSS Staff acting in a consulting role for any quality and production issues. Prepare reports for measuring operational & business efficiency, as well as improvement. Compile, review and analyze statistical data to detect data trends.

Manage, lead, supervise and motivate the 24/7 Customer Service Call Center for the Housing and Dining Hospitality (HDH) Department serving a physical plant of approximately 5 million square feet, producing work documents and routine reports as well as numerous Maximo ad hoc reports. Oversee the proper handling of over 4,000+ service requests monthly generated through the hdhfixit website, and 2,000+ service requests monthly generated through telephone, radio, and email. Answer an average of 120 daily trouble-calls. Direct and manage the daily intake, data-entry, administration and follow-up of 5,500+ monthly work orders. Oversee the dispatch of approximately 2,000 monthly emergency and urgent work orders over the radio.

Direct and manage the call center operations including intake, data-entry, emergency response, work referral, administration and follow-up of requests submitted via phone, radio, online, and/or email. Lead staff to accomplish results by communicating department expectations; planning monitoring, and appraising job results; coaching, counseling, and disciplining employees when necessary. Research and resolve service problems, analyze and recommend solutions while developing positive work relationships, campus community and vendors. Maintain a safe and secure work environment developing personal growth opportunities, initiating, coordinating and enforcing systems, policies and procedures. Successfully manage the call center, quality data entry, data manipulation, and reporting, as well as new initiatives related to Customer Service.

Responsible for central communication during campus emergency situations. Responsible for the audit, monitor and distribution of the Motorola handheld 400 mhz radios and the call center phone system. Serve as the Fleet Coordinator for the HDH Vehicles. Analyze requirements for and then develop appropriate web pages for the POP Division web site that serves all the campus customers.

• Working knowledge in supervising facility maintenance and improvements along with building maintenance work to include one or more of the following: basic plumbing and pipefitting, carpentry, painting and plastering, service of machinery, electrical maintenance and custodial.

• Working knowledge of policies and procedures relative to facilities maintenance, equipment, customer service, dispatch, building maintenance, safety and emergency preparedness.

• Good interpersonal skills, including active listening, critical thinking, ability to multi-task effectively, persuasion / negotiation, mentoring, leadership / supervision, problem solving, operations analysis and quality control analysis.

• Ability and experience to identify training and development needs, evaluate workloads and resources, and planning and organizing day-to-day activities.

• Demonstrated supervisory experience with a proven track record of successfully leading teams. Experience motivating, inspiring and achieving results through others.

• Demonstrated skill in budget management and analysis of financial operating data to determine costs, remain within budget and ensure cost effectiveness.

• Demonstrated knowledge and ability to use personal computers and various software applications including spreadsheets, word processing, databases and electronic mail. Demonstrated skill to implement and make changes to large database systems that include various modules.

• Demonstrated ability to devise and carry out system testing and implementation plans.

• Knowledge of Web documents and HTML.

• Proven ability to plan and conduct training sessions.

• Knowledge and skill to translate program planning and organizational objectives into operational requirements.

• Proven ability to independently analyze complex problems, draw conclusions, and develop and implement innovative solutions.

• Proven ability to make independent, analytical judgments.

• Proven ability to develop, implement, and evaluate procedures.

• Skilled in the use of logical analysis, problem escalation, documentation and reporting while using tact and diplomacy.

• Demonstrated ability to independently prepare reports based on data analysis.

• Advanced experience in database and spreadsheet application to build, modify, and operate complex database applications; ability to manipulate and translate a variety of data into effective management reports, summarize and recommendations. Background in computerized maintenance management systems.

• Ability to manage a call center dealing with customer issues, maintenance work requests, and minor emergency responses in a large, complex higher education, health care, or private industry or organization.

• Work Schedule: Monday - Friday, 7:00am -3:30pm (some weekends or holidays depending on operational needs)

• Occasional overtime may be required

• Background check required.

Mandated Reporter: This position has been identified as a Mandated Reporter pursuant to the California Child Abuse and Neglect Reporting Act and requires immediate reporting of physical abuse, sexual abuse, emotional abuse, or neglect of anyone under the age of 18. It is the responsibility of the Mandated Reporter to ensure that they obtain proper training in order to fulfill their reporting responsibilities as required by the California Child Abuse and Neglect Reporting Act and University policy, and to complete and submit the required reports to the UC San Diego Police Department without delay.

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.