Supervisor, Facilities Call Center

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Night - 08 Hour (United States of America)

Located in the heart of Silicon Valley Stanford Health Cares mission is to heal humanity through science and compassion one patient at a time. The Facilities Services division plays a key role in helping Stanford Health Care accomplish this mission. With a fast-paced tech-savvy and lean culture that focuses on goals metrics and continuous improvement Facilities Services provides non-clinical operational support to Stanford Health Care and other Stanford Medicine entities to ensure safe and successful non-clinical operations 24/7 and plan for the organizations future facility needs.

Facilities Services Response Center (FSRC) encompasses the five independent response centers that support the full scope of Facilities Services. As a unit FSRC provides a broad range of operational support across Stanford Medicine.

As the driving force behind Stanford Health Care Facilities Services Response Center youll lead a high-performing team that directly supports the clinical mission through seamless behind-the-scenes operational excellence. This is a role where every call matters and your leadership directly impacts patient experience staff efficiency and system-wide performance.


You will have a seat at the table with stakeholders across engineering facilities ambulatory clinics and executive leadership making this an ideal position for someone who thrives in high-visibility high-impact environments. The role offers a rare blend of strategic influence and tactical execution and is perfect for someone who wants to be a bridge-builder change agent and culture driver all in one.

The ideal candidate is a resilient emotionally intelligent leader who thrives in complex dynamic environments. You are not just organized you are operationally obsessed with an eye for data-driven improvement an instinct for triaging high-stakes escalations and a passion for coaching others to be their best. You will be instrumental in optimizing workflows and driving operational excellence utilizing your keen eye for data-driven improvement to implement innovative technological solutions. You know how to balance urgency with empathy ensuring that each interaction whether with frontline staff or senior stakeholders reflects Stanford Medicines commitment to excellence and compassion.


You are energized by process but motivated by people. You foster trust through accountability celebrate wins loudly and lead from the front when the pressure is on whether during an emergency response activation or a routine day of high call volumes. If youre looking to lead a team that is mission-critical deeply collaborative and constantly evolving this is the role for you.

This is a Stanford Health Care job.

A Brief Overview
The Facilities Call Center Supervisor oversees the daily operations of the call center team ensuring Facilities Call Center Specialists meet performance goals and deliver excellent customer service. Responsible for monitoring calls providing feedback coaching team members and addressing escalated customer issues. The Supervisor plays a crucial role in maintaining high service standards implementing training programs and contributing to the overall success of the call center. This role provides on-site leadership to call center team.

Locations
Stanford Health Care

What you will do

• Supervises daily operations of call center team ensuring smooth operations including adherence to schedules and call handling procedures.
• Monitors Facilities Call Center Specialists performance providing constructive feedback and implementing performance management as needed.
• Leads daily team huddles to ensure smooth shift hand-offs communication of critical operational updates and completes shift pass down report out to team and leadership.
• Identify and facilitates opportunities for process improvement to streamline call center operations to ensure meeting performance and customer needs.
• Identify training needs developing and delivering training programs and providing ongoing coaching to improve Facilities Call Center Specialists skills.
• Addresses unexpected situations resolves conflicts and ensures smooth operations.
• Addresses and resolves escalated customer inquiries and complaints ensuring customer satisfaction.
• Monitors calls ensuring adherence to quality standards and implementing corrective actions.
• Monitors and manages call center technologies to ensure system readiness and collaborated with Technology & Digital Solutions (TDS) when issues arise for prompt response and mitigation.
• Analyze call center performance data generating reports and identifying areas for improvement.
• Motivating and leading a team of Facilities Call Center Specialist fostering a positive and productive work environment.
• Facilitates communication between Facilities Call Center Specialist management and other departments ensuring escalation and/or alignment through clear and concise communication.
• Ensures Facilities Call Center Specialist adhere to company policies and procedures.
• Assists with the hiring process onboarding new employees and providing ongoing support.
• Contributes to the achievement of Facilities Services Call Center (FSRC) performance targets and business objectives.
• Perform additional duties as assigned to support departmental needs.
• This position may require on-call availability during non-standard hours including nights weekends and holidays to meet business needs and respond to emergencies as necessary.

Education Qualifications

• Associate degree from an accredited college or university required.
• Relevant experience in lieu of degree may be considered. Relevant experience in lieu of degree is in addition to the experience requirements for this position.

Experience Qualifications

• Five (5) years of progressively responsible and directly related work experience in call center or similar with a preference for experience in a leadership or supervisory role. Required

Required Knowledge Skills and Abilities

• Ability to motivate guide and inspire a team.
• Excellent verbal and written communication skills to interact effectively with Facilities Call Center Specialists customers and management.
• Ability to identify and resolve issues efficiently and effectively.
• Strong understanding of customer service principles and practices.
• Ability to handle difficult situations and resolve conflicts calmly and professionally.
• Ability to analyze data develop reports and identify trends to improve call center performance.
• Familiarity with call center technology and software.
• Ability to adapt to and deal with change and ambiguity.
• Ability to plan organize prioritize work independently to meet deadlines.
• Capacity to work in a fast-paced environment and work as part of a team to collaborate effectively.
• Knowledge of facility systems (e.g. Fire Life Safety Building Management System Pneumatic Tube MedGas Emergency Generators etc.)
• Advanced organization skills with attention to detail and ability to prioritize work in a dynamic environment
• Ability to promote team culture of excellence in service delivery

Preferred Knowledge Skills and Abilities

• Previous experience in a similar setting and role.

Physical Demands and Work Conditions

Physical Demands

• Constant Sitting.
• Occasional Walking.
• Occasional Standing.
• Occasional Bending.
• Seldom Squatting.
• Frequent Hand Use.
• Constant Grasping.
• Seldom Reaching (above shoulder level).

Lifting

• Occasional lifting of 0 - 10 lbs.
• Seldom lifting of 11 - 20 lbs.
• Never lifting of 21 - 30 lbs.
• Never lifting of 31 - 40 lbs.
• Never lifting of 40 lbs.

Carrying

• Occasional lifting of 0 - 10 lbs.
• Seldom lifting of 11 - 20 lbs.
• Never lifting of 21 - 30 lbs.
• Never lifting of 31 - 40 lbs.
• Never lifting of 40 lbs.

Working Environment

• Never Driving cars trucks forklifts and other equipment.
• Seldom Walking on uneven ground.
• Seldom Exposure to excessive noise.
• Never Exposure to extremes in temperature humidity or wetness.
• Never Exposure to dust gas fumes or chemicals.
• Never Working at heights.
• Never Operation of foot controls or repetitive foot movement.
• Never Use of special visual or auditory protective equipment.
• Never Use of respirator.
• Never Working with biohazards such as blood borne pathogens hospital waste etc..

Blood Borne Pathogens

• Category II - Tasks that involve NO exposure to blood body fluids or tissues but employment may require performing unplanned Category I tasks

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience


Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients families and towards each other. C-I-CARE is the foundation of Stanfords patient-experience and represents a framework for patient-centered interactions. Simply put we do what it takes to enable and empower patients and families to focus on health healing and recovery.

You will do this by executing against our three experience pillars from the patient and familys perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

#LI-MH2

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination inall ofits policies and practices including the area of employment. Accordingly SHC does not discriminate against any person on the basis of race color sex sexual orientation or gender identity and/or expression religion age national or ethnic origin political beliefs marital status medical condition genetic information veteran status or disability or the perception of any of the above. People of all genders members of all racial and ethnic groups people with disabilities and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $50.67 - $65.87 per hour

The salary of the finalist selected for this role will be set based on a variety of factors including but not limited to internal equity experience education specialty and training. This pay scale is not a promise of a particular wage.