A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
The University of Michigan is seeking a Call Center Manager for its Facilities Service Center. This position reports through the Maintenance Regions - Work Management Department. This position will be on call 24/7.
The Facilities Service Center (FSC) is the communications hub of Facilities & Operations and the front line communications with campus departments 24 hours a day 7 days a week. Facilities & Operations consists of approximately 1700 bargained-for and non-bargained for employees, across diverse departments. In addition to supporting Facilities & Operations, the FSC partners with Housing and Parking as a communication hub for their maintenance operations. Work orders are initiated, dispatched, coordinated, and tracked through our computerized maintenance management system (CMMS).
The Call Center Manager has functional and administrative responsibility for the daily activities of 10 Customer Service Representatives on varied shifts. They provide customer service and employee communications. The Call Center Manager is ultimately accountable for accurate and detailed work orders being processed on a continual basis.
The primary responsibility of this position is the management of FSC operations and its 10 Customer Service Representative employees.
Manage, train, and evaluate performance of call center staff.
Establish schedules, work procedures and recommend improvements to increase efficiency.
May be responsible for handling the most complex customer telephone inquiries.
Establish and maintain a positive organizational environment aligned with Business and Finance, and Facilities & Operations goals.
Management duties include interviewing, selecting, and training employees; setting and adjusting rates of pay and hours of work; planning and directing work; appraising productivity and efficiency for the purpose of recommending promotions or other changes; handling complaints and discipline.
Support staff inquiries on a 24/7 basis.
Communicate with customers to ensure understanding of service levels, and methods associated with the work process management system.
Review and provide direction to Customer Service Representatives on their daily work to ensure proper coding and account assignment.
Implement projects improving work order processes, call center business processes and improved communication and coordination between various Facilities & Operations Departments.
Provide training and guidance documentation for the Facilities & Operations CMMS (computerized maintenance management system).
Evaluate current capacity, and look for opportunities for continuous improvement and growth.
Identify, develop and address call center training requirements.
Manage resources, budget and labor to achieve the expectations of a well-functioning call center by proper control over scheduling, staffing, work order processes, and technology.
Manage employee expectations to achieve optimal levels of employee engagement and satisfaction.
Compile and submit daily, monthly, and annual reports for call center activity. Create and distribute customer reports. Distribute and follow up on call center performance reports.
Bachelor’s degree, or equivalent combination of education and experience.
Excellent computer skills, including MS Office (Excel, Word, PowerPoint, etc)
At least three years experience in a management, supervision or leadership role, with demonstrated knowledge and skills in continuous improvement methodologies.
Demonstrated supervisory experience, to include recruiting, mentoring, career development, performance management, leadership, and team building.
Ability to communicate effectively, both verbally and in writing with all levels of staff.
Demonstrated success in communicating with and working with technical and business staff to solve problems.
Proven track record of completing projects on time.
Ability to address assignments with creative and innovative approaches.
Demonstrated successful performance with independent problem solving, presentations, leadership, and coordinating and completing multiple tasks within and across departments to meet changing deadlines.
Proven ability to lead a team to meet customer expectations.
Strong leadership skills and proven ability to drive processes and results through the motivation of team members.
Ability to work a flexible schedule.
Experience in a call center operation.
Experience in a facilities management organization.
Experience with using a CMMS (computerized maintenance management system).
Demonstrated experience fostering relationships with end users and being the champion of end-user satisfaction.
Demonstrated knowledge and skills in project management.
Demonstrated ability to support and transition large-scale projects into overall department and organization run state.
Proficient experience managing cultural and/or organizational change.
Demonstrated ability to comprehend and integrate large-scale projects into overall department and organization direction.
Standard shift is Monday - Friday, 7:00am – 3:30pm. However, this position is the manager of a 24/7 call center, shift overlap coverage may be required.
Facilities and Operations seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 178677
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.