Customer Service Call Center Supervisor - Office Of Physical Plant

Customer Service Call Center Supervisor

The Office of Physical Plant (OPP) at Penn State seeks a Customer Service Call Center Supervisor with a strong background in analytics, customer service leadership, and business intelligence tools. This role supervises day-to-day operations of the OPP call center, manages a team of representatives, and uses data tools to monitor KPIs, assess trends, and drive service excellence across campus operations.

Penn State's Office of Physical Plant is responsible for maintaining more than 22 million square feet of campus facilities. OPP plays a crucial role in ensuring a safe, efficient, and sustainable environment that supports the university's mission in teaching, research, and service.

This is a full-time, benefits-eligible staff position located at University Park. Standard work hours apply; however, some flexibility may be required, as the customer service center operates 365/24/7. Some off-shift work will be required, as well as shifts during emergencies or special events.

Responsibilities:

• Supervise operations of the OPP Customer Call Service Center
• Coordinate day-to-day operations and ensure compliance with university policies
• Utilize Microsoft Excel, Maximo BIRT reporting, and Power BI to track, analyze, and report on key performance indicators (KPIs)
• Design and maintain dashboards to support real-time decision-making and performance transparency
• Analyze service request data to identify trends and areas for improvement
• Act as liaison between the call center and OPP operational departments
• Develop score cards to monitor and drive the improvement of customer service goals while aligning those goals with organizational objectives
• Schedule, train, and evaluate customer service staff
• Manage absence requests and approve timecards, as well as oversee direct reports' workloads and tasks
• Forecast staffing and resource needs based on historical and anticipated service demand
• Ensure accurate documentation and service intake processing in OPP systems
• Collaborate on continuous improvement initiatives and customer experience strategies

Preferred Qualifications:

• A bachelor's degree is preferred in a related field
• Strong leadership, communication, and customer service skills
• Ability to be detail-oriented and to manage and prioritize tasks
• Demonstrate commitment to creating a positive and efficient working environment
• Proficiency with Microsoft Office 365, specifically a high-level proficiency in Microsoft Excel (e.g., formulas, pivot tables, data tools, etc)
• Proven ability to coach teams and lead through data-driven decisions
• Experience with Maximo, AiM (Asset Information Model), or other facilities management software
• Familiarity with higher education or unionized work environments
• Knowledge of Physical Plant operations or university facilities management
• Experience with SQL, Power BI, Maximo BIRT reporting or other advanced data analysis tools

Minimum Education, Work Experience & Required Certifications:

• Bachelor's Degree
• 3+ years of relevant experience; or an equivalent combination of education and experience accepted
• Required Certifications: None

Please include a resume and a cover letter describing your qualifications and interest in the position.

Salary range for this position, including all possible grades, is $56,200.00 - $81,500.00.

Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.

Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.