Customer Service Call Center Supervisor â Office of Physical Plant
Customer Service Call Center Supervisor â Office of Physical Plant
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$ 46400 - 67300
1 Vacancy
Job Description
APPLICATION INSTRUCTIONS:
CURRENT PENN STATE EMPLOYEE (faculty staff technical service or student) please login to Workday to complete the internal application process. Please do not apply here apply internally through Workday.
CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State please login to Workday to complete the student application process. Please do not apply here apply internally through Workday.
If you are NOT a current employee or student please click Apply and complete the application process for external applicants.
Approval of remote and hybrid work is not guaranteed regardless of work additional information on remote work at Penn State seeNotice to Out of State Applicants.
POSITION SPECIFICS
Penn States Office of Physical Plant is responsible for maintaining more than 22 million square feet of campus facilities. OPP plays a crucial role in ensuring a safe efficient and sustainable environment that supports the universitys mission in teaching research and service.
This is a full-time benefits-eligible staff position located at University Park. Standard work hours apply; however some flexibility may be required as the customer service center operates 365/24/7. Some off-shift work will be required as well as shifts during emergencies or special events.
Responsibilities:
Supervise operations of the OPP Customer Call Service Center
Coordinate day-to-day operations and ensure compliance with university policies
Utilize Microsoft Excel Maximo BIRT reporting and Power BI to track analyze and report on key performance indicators (KPIs)
Design and maintain dashboards to support real-time decision-making and performance transparency
Analyze service request data to identify trends and areas for improvement
Act as liaison between the call center and OPP operational departments
Develop score cards to monitor and drive the improvement of customer service goals while aligning those goals with organizational objectives
Schedule train and evaluate customer service staff
Manage absence requests and approve timecards as well as oversee direct reports workloads and tasks
Forecast staffing and resource needs based on historical and anticipated service demand
Ensure accurate documentation and service intake processing in OPP systems
Collaborate on continuous improvement initiatives and customer experience strategies
Preferred Qualifications:
A bachelors degree is preferred in a related field
Strong Leadership communication and customer service skills
Ability to be detail-oriented and to manage and prioritize tasks
Demonstrate commitment to creating a positive and efficient working environment
Proficiency with Microsoft Office 365 specifically a high-level proficiency in Microsoft Excel (e.g. formulas pivot tables data tools etc)
Proven ability to coach teams and lead through data-driven decisions
Experience with Maximo AiM (Asset Information Model) or other facilities management software
Familiarity with higher education or unionized work environments
Knowledge of Physical Plant operations or university facilities management
Experience with SQL Power BI Maximo BIRT reporting or other advanced data analysis tools
MINIMUM EDUCATION WORK EXPERIENCE & REQUIRED CERTIFICATIONS
Associate Degree 4 years of relevant experience; or an equivalent combination of education and experience accepted Required Certifications: NonePlease include a resume and a cover letter describing your qualifications and interest in the position.
BACKGROUND CHECKS/CLEARANCES
Employment with the University will require successful completion of background check(s) in accordance with University policies. This position requires that you operate a motor vehicle as a part of your job duties. A valid drivers license and successful completion of a motor vehicle records check will be required in addition to standard background checks.Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.
SALARY & BENEFITS
The salary range for this position including all possible grades is $46400.00 - $67300.00.Salary Structure - Information on Penn States salary structure
Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical dental and vision coverage employees enjoy robust retirement plans and substantial paid time off which includes holidays vacation and sick time. One of the standout benefits is the generous 75% tuition discount available to employees as well as eligible spouses and children. For more detailed information please visit our Benefits Page.
CAMPUS SECURITY CRIME STATISTICS
Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988 Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security such as those concerning alcohol and drug use crime prevention the reporting of crimes sexual assault and other matters. The ASR is available for review here.
EEO IS THE LAW
Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race color religion age sex sexual orientation gender identity national origin disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability please contact .
The Pennsylvania State University is committed to and accountable for advancing equity respect and belonging. We embrace individual uniqueness as well as a culture of belonging that supports equity initiatives leverages the educational and institutional benefits of inclusion in society and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the universitys teaching research and service mission.Required Experience:
Manager
Employment Type
Full-Time
