1. Supervises the Facilities Operations Customer Service Center, providing customer interface, emergency response services, dispatch services, work order input, and work order maintenance. 2. Manages the clerical support staff to ensure that multiple departments with various lines of business receive appropriate call center response. 3. Oversees the implementation of data integration with the application of "JTMR" (Job Tracking Management Reporting) management for all campuses. Monitors data quality and integrity with a goal of continuous improvement in product output. 4. Researches, resolves and communicates with Supervisors and Directors to identify proper staffing models for their respective areas. 5. Assists in the creation of an environment where the management and staff of the Operation Center thrive, grow and excel in the delivery of services to the University community. Plays a role in developing strategies for the long-term goal planning of the department. 6. Recruits, and manages the performance of the clerical and service maintenance workforce for the work unit. 7. Assists and trains subordinates with high pressure, decision- making skills. 8. Analyzes the data produced by a computerized maintenance management system and provides information to inform supervisors, managers, and directors with regard to staffing efficiency, turnaround time, billable versus non- billable service, material utilization, planned maintenance, custodial, grounds, fire code compliance services, utilities, special events, and vendor performance. 9. Works with other facilities managers, assists with the execution of custodial and maintenance contracts and resolves chronic building system problems that arise. 10. Works closely with all facilities department managers, responsible for work order management to develop strategies and programs consistent with the individual area needs and to ensure effective use of University resources. 11. Develops Standard Operating Procedures for the Facilities Support Groups. 12. Interacts with internal contacts such as business managers, administrators, chairpersons, students, researchers, technicians, and representatives from various University departments to discuss requirements and services. Maintains and utilizes a comprehensive knowledge of University and Departmental policies and procedures. 13. Interacts with external contacts such as vendors, contractors, special event coordinators, and colleagues from various professional organizations and peer institutions to share information on current practices, products, services, techniques and requirements. 14. Develops, administers and incorporates the results of customer surveys and evaluations of the user community to measure and improve success. 15. Manages and/or participates in major projects related to customer support such as process and system redesign and implementation.
Required Skill/ability 1: Proven ability with facilities management principles with particular emphasis in facilities maintenance operations and customer service.
Required Skill/ability 2: Excellent Customer Service skills and the ability to provide performance feedback and coaching to direct customer-focused teams.
Required Skill/ability 3: Well-developed oral and written communication skills. Excellent computer skills, including word-processing, spreadsheets, and ability to provide work order analysis
Required Skill/ability 4: Proven ability to make rapid and appropriate judgments during emergency situations. Strong analytical and problem-solving skills.
Required Skill/ability 5: Comprehensive facilities knowledge and skills necessary to direct the supporting services of clinical care facilities, hospital clinics, research facilities and laboratories, libraries, auditoriums, offices, classrooms and animal care facilities.
Work Week: Flexible or Non-Standard (for anything other than Standard)
Posting Position Title: Supervisor 4, Facilities Customer Service Center
University Job Title: Facilities Customer Support Supervisor
Bachelor's Degree in relevant field and four years of experience or an equivalent combination of education and experience.
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.