Job Description

Another Source’s client, Stanford University, is recruiting an Operator Services Center Supervisor to join the University IT (UIT) Organization.  This position supports a 24/7/365 environment and therefore can offer an alternate work schedule to include evenings and weekends.  

*This position is internally titled Business Operations Manager  

Here is a little about the team and the role they are recruiting for: 

The Operator Services Center (OSC) is a 24/7/365 call center with a unique opportunity to interface with the Stanford community and consumers. If you crave variety and have a passion for helping people, there is not a day that is the same as another in OSC and our team is passionate about their mission. As a member of the leadership team, you will have the opportunity to help maintain a positive work environment and have influence in growth and development.  

JOB PURPOSE:  

Provide management and coordination of administrative and operations-related functions for an organization or program. Manage staff at least 50% of the time to achieve goals and objectives. May manage service center with responsibility for overall success.  

CORE DUTIES: 

• Manage staff in the day-to-day operations for functional area(s) of responsibility. Responsible for hiring and retaining staff, career coaching, personal development for direct reports and accountable for the performance of employees. Ensure work completion within schedule and constraints.  
• Conduct shift briefings to provide updates, assignments and training. Track and monitor employees’ attendance on a daily basis and address issues in a timely and consistent manner. Manage incidents of workplace misconduct, progressive discipline with professionalism and in compliance with human resources and bargaining unit guidelines. Meet with clients often to ensure client satisfaction. 
• Evaluate business plans and processes for operational and/or financial effectiveness. Analyze and resolve complex issues and provide alternative solutions as necessary. May lead process improvement for immediate unit or program. Influence leadership on specific recommendations for current operations and future development. 
• Analyze needs and make recommendations to leadership for changes in staffing, facilities, health and safety compliance, finance, technology and/or administrative functions. 
• Work in collaboration with human resources and management to interpret, implement and ensure compliance with university administrative policies and bargaining union procedures. Recommend new internal policies, guidelines and procedures. 

• Manage the finances for area(s) of responsibility which includes developing, monitoring, analyzing, forecasting and reporting on the annual budget. 
• Represent the department or program’s business operations and administrative affairs within the organization/school and/or outside constituencies. 

MINIMUM REQUIREMENTS: 

Education & Experience:  

Bachelor’s degree and three years of relevant experience in administrative and financial management, or combination of education and relevant experience. 

Knowledge, Skills and Abilities: 

• Demonstrated supervisory skills including conflict resolution. 
• Excellent planning and organizational skills. 
• Excellent oral and written communication skills. 
• Demonstrated financial management knowledge. 

• Effective interpersonal skills. 
• Solid analytical and problem-solving skills. 
• Strong expertise in business and management computer applications and databases. 
• Proficiency in industry standards and/or regulatory requirements. 
• Subject matter expertise for area(s) of responsibility. 

• Advanced skills in Excel, Word, PowerPoint and Google Drive 
• Familiarity with the Healthcare industry, including critical code communication and HIPAA laws and regulations is preferred. 
• Familiarity with call center platform technologies (Avaya and Cisco) and reporting is preferred.  

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! 

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.  

Another Source works with their clients, on a retained project basis, to maximize the recruiting process.  

Keywords:  call center, contact center, emergency response, emergency operator, 911, communications, dispatch, telecommunications, attendant, telecomm 

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

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