Call Center Supervisor
23 hours ago
Jamaica
Job Description Job Overview: The Call Center Supervisor is responsible for overseeing the daily operations of the campus Call Center and ensuring efficient, professional service delivery at all times. This role provides direct supervision of Call Center staff and is accountable for workflow management, service standards, and team performance. The Call Center serves as a central communication hub, handling calls and inquiries from students, parents, university administrative personnel, university leadership, field trades staff, janitorial personnel, and external vendors. Responsibilities (This is an outline of primary responsibilities but other duties may be assigned): • Lead, supervise, and develop the Call Center team of service representatives by providing ongoing coaching, constructive feedback, and performance guidance to foster a professional, responsive, and customer-focused work environment., • Partner closely with the Operations Director, Engineering Directors, and Building Managers to support daily campus operations and service delivery objectives., • Coordinate service requests and operational needs across all University departments, ensuring timely communication and resolution., • Manage relationships and service coordination with outsourced vendors to maintain performance standards and contractual expectations., • Collaborate directly with the University's Facilities IT Group regarding system functionality, reporting, and operational support., • Generate and analyze weekly, monthly, and quarterly reports within the University TMA Work Order System to monitor productivity, trends, and service performance., • Serve as a primary point of contact for students regarding maintenance and service-related requests, ensuring a high level of customer service., • Create and manage work orders related to purchase order initiation, including monitoring open requests, coordinating proper routing, ensuring timely closeout, and maintaining accurate completion records within the system., • Create, prioritize, schedule, and dispatch service request work orders to trades staff, janitorial teams, grounds personnel, event support staff, and maintenance field personnel to ensure timely completion in accordance with established service level expectations., • Communicate effectively with University leadership, administration, maintenance management, construction and design teams, purchasing, and procurement through phone and email correspondence., • Follow up with management regarding delayed, incomplete, or unsatisfactory work to drive accountability and timely resolution., • Conduct daily reviews of scheduled work to confirm completion status, proper documentation, and resolution notes for any incomplete tasks., • Professionally manage escalated or sensitive interactions with dissatisfied residents, students, or stakeholders, exercising sound judgment on when to involve Managers or Directors. Qualifications & Competencies: • High School Diploma or equivalent required; College degree, or related field experience preferred., • Prior supervisory or leadership experience within a call center, facilities operations, customer service, or related environment preferred., • Proficiency in computerized maintenance management systems (CMMS) or online facilities/work order management platforms., • Strong technical skills with Microsoft Office Suite, particularly Excel, Word, and Outlook., • Highly organized with exceptional attention to detail and a strong commitment to accuracy., • Proven ability to manage multiple priorities simultaneously in a fast-paced, deadline-driven environment., • Strong interpersonal and relationship-building skills with the ability to collaborate effectively with client leadership, university representatives, facility teams, vendors, and internal management., • Experience working in a unionized environment and knowledge of union protocols, practices, and workforce considerations strongly preferred., • Demonstrated ability to proactively identify issues, recommend solutions, and escalate concerns appropriately to management., • Self-motivated and able to work independently with a high sense of urgency and accountability., • Excellent written and verbal communication skills in English, with the ability to communicate professionally across all levels of an organization., • Customer-service oriented mindset with strong problem-solving skills and a solutions-driven approach., • Ability to maintain professionalism at all times while contributing positively to team culture and workplace morale., • Strong teamwork skills with the ability to collaborate across departments and support shared operational goals.Company DescriptionAbout: Collins Building Services (CBS) is proud to be a leading firm in facility management throughout the New York Tri-State area for over 30 years. Clients choose us for our commitments of superior quality service, transparency, and innovation, tailored to their individual needs. With over 3,200 employees, Collins Building Services’ operations team is responsible for providing the excellent service that has been recognized throughout the industry. This is a unique opportunity to join an established company that is investing in constant innovation, turning customer feedback into actionable insights for business success and solutions. If you want to work for a company that’s focused on providing you the best experience with a continued focus on your personal growth and development – join the CBS Operations Team! Collins Building Services provides equal employment opportunities to all employees and applicants. The Company does not discriminate in employment opportunities or practices on the basis of race, creed or religion, color, national origin, sex, age, disability or handicap, marital status, military or veteran status, sexual orientation, citizenship or citizenship status, or any other characteristic protected by federal, state, or local law.About:\r\n\r\nCollins Building Services (CBS) is proud to be a leading firm in facility management throughout the New York Tri-State area for over 30 years. Clients choose us for our commitments of superior quality service, transparency, and innovation, tailored to their individual needs. With over 3,200 employees, Collins Building Services’ operations team is responsible for providing the excellent service that has been recognized throughout the industry.\r\n\r\nThis is a unique opportunity to join an established company that is investing in constant innovation, turning customer feedback into actionable insights for business success and solutions. If you want to work for a company that’s focused on providing you the best experience with a continued focus on your personal growth and development – join the CBS Operations Team!\r\n___________________________________________________________________\r\n\r\nCollins Building Services provides equal employment opportunities to all employees and applicants. The Company does not discriminate in employment opportunities or practices on the basis of race, creed or religion, color, national origin, sex, age, disability or handicap, marital status, military or veteran status, sexual orientation, citizenship or citizenship status, or any other characteristic protected by federal, state, or local law.