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Administration
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85772 Requisition #

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.

 

We are seeking a seasoned professional for the role of the Operator Services Manager. The Manager serves customers by planning and implementing call center strategies and operations; improving systems and processes and managing staff.  These include implementation of metric and service-defined objectives, collaboration with technical support to maintain and improve support tools, and establishment and maintenance of client relationships to set expectations, grow the business and develop service models that meet client needs.


Call Center Operations Manager Job Duties:

 

STRATEGIC LEADERSHIP

  • Determines call center operational vision and strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews and communicating the roadmap to achieve the goals.


SERVICE OPERATIONS LEADERSHIP

  • Manage 35 bargaining unit staff, 2 supervisors and an administrator

  • Interpret, implement and ensure compliance with regulations, policies and procedures

  • Formulate internal administrative policies, guidelines and procedures. Direct process improvement for organization

  • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions

  • Write client service level agreements and develop service-pricing models

  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

  • Review and analyze unit metrics. Continually evaluate operational structure using metrics, call monitoring, and client feedback, to ensure an effective and efficient service model

  • Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades

 

STAFFING

  • Direct staff and provide leadership to achieve goals and vision of the organization and the day-to-day operations

  • Responsible for hiring and retaining staff, skills training, career coaching and professional development, and performance management

  • Evaluate the effectiveness of the organizational structure and programs to ensure success, development of employees and appropriate use of staff resources

 

SERVICE AND ORGANIZATIONAL REPRESENTATION

  • Develop and maintain client relationships by representing the services offerings and setting and constantly reviewing performance of performance expectations

  • Represent the organization's business operations and administrative affairs within the organization, the university and/or outside constituencies. May represent the organization to external constituencies

  • Use sound judgement in triaging and addressing issues

 

OTHER

  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.


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, solution focus, and a drive to ask “why?”.  The candidate will be resourceful, work well in a collaborative environment, and enjoy their work.

  • Calm and helpful resolution of client escalations

  • Skilled presenter, able to deliver messaging as well as lead conversations and working sessions

  • Exceptional prioritization, organizational and problem-solving skills with keen attention to detail, while maintaining flexibility with ever-changing deadlines and priorities

  • Strong written and verbal communication skills to explain critical processes and procedures

  • Excellent multi-tasking and organizational skills to effectively manage a diverse service center

  • Strong documentation skills, noting dates, times, and narratives

  • Ability to work independently with minimal supervision

  • Possess high level of influence and build relationships with key stakeholders and Bargaining Unit members

 

REQUIREMENTS

  • 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; any experience with paging or AMCOM would be exceptional

  • 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

  • Consistently meets deadlines

  

Why Stanford is for You

Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

  • Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.

  • A caring culture. We provide superb retirement plans, generous time-off, and family care resources.

  • A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.

  • Discovery and fun. Stroll through historic sculptures, trails, and museums.

  • Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more!

 

How to Apply

We invite you to apply for this position by clicking on the “Apply for Job” button. To be considered, please submit your résumé and a cover letter along with your online application.

 

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

 

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 his or her job.

 

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

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