Job Description

Payroll Title:
FAC SUPV 1
Department:
HOUSING/DINING/HOSPITALITY
Hiring Salary Range
$62,000 - $68,000 /year
Worksite:
Campus
Appointment Type:
Contract
Appointment Percent:
100%
Union:
Uncovered
Total Openings:
1
Work Schedule:
Days, 8 hrs/day, Mon-Fri, 7:30am-4pm, Onsite

#116279 Customer Service Center Supervisor

Filing Deadline: Thu 5/26/2022

For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus and influenza before they will be allowed on campus or in a facility or office. For more information visit: Flu Vaccine Mandate / COVID Vaccine Policy

This is a Contract appointment that may be extended or converted to career status based on the needs of the department.

DESCRIPTION

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 of the HDH Sr Superintendent, 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 andfunctional issues. Provide training as necessary to help end-user’s interactions with systems. Coordinate thedevelopment, implementation, training and tracking of Standard Operating Procedures (SOPs) relating todepartment 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 HDH 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 DiningHospitality (HDH) Department serving a physical plant of approximately 5 million square feet, producing workdocuments 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, monitorand distribution of the Motorola handheld 400 mhz radios and the call center phone system. Serve as the FleetCoordinator 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.

Housing Dining Hospitality (HDH) is a self-funded, large and complex campus department consisting of 7 divisions, with over 700 career employees, 1000 to 1200 student employees and an annual operating budget greater than $200 million. HDH provides housing for approximately 18,000 undergraduates, grad students, faculty, staff and their families in over 400 buildings covering over 8 million sq. ft. HDH is in the midst of implementing an aggressive building plan which added 10,000 new beds in the next 10 years and will almost double our square footage by 2032.

Currently, HDH houses 38% of UCSD’s enrolled students with a goal of housing 65% by 2032. HDH provides maintenance and repair, contract meals/meal plan management, as well as retail food service, conference services and catering services to residents, students, faculty, staff, and campus visitors.

Housing/Dining/Hospitality commits to facilitating an equitable, diverse and inclusive environment, fostering a sense of belonging for our students and staff. As HDH we understand, each unique individual with their varied thoughts and experiences is what makes our department strong. Aligning with UC San Diego’s Office for Equity, Diversity, and Inclusion strategic goals, Housing/Dining/Hospitality is proud to promote and create opportunities for greater equity, diversity and inclusiveness within our division.

  • Occasional overtime may be required

QUALIFICATIONS

  • 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.

  • 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.

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

  • Proven knowledge and ability to use personal computers and various software applications including spreadsheets, word processing, databases and electronic mail. 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.

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

  • 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.

  • 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.

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

SPECIAL CONDITIONS

  • Job offer is contingent upon satisfactory clearance based on Background Check results.

  • Valid California driver's license 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.

Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce. Click here for Details


Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

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

Application Instructions

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