Supervisor, Call Center

The Supervisor, Call Center supervises the Call Center tier I support personnel and functions as tier II support for IT. The Supervisor analyzes complex technical problems and develops plans to address issues contributing to all aspects of technical support for faculty, staff, and students.

• Supervises Call Center tier I support personnel including staffing, scheduling, training, Call Center response, and ticket lifecycle.
• Analyzes complex technical problems and develops plans to resolve technical issues impacting operations and units. Collaborates as necessary with vendors to diagnose problems.
• Installs, maintains, upgrades, and supports standard software applications and participates in desktop project replacements.
• Serves as the senior technical representative on assigned projects.

• Performs all other duties as assigned.

Direct Reports:

• Full Time and Part Time Employees

Delegation of Work:

• Regularly assigns work to subordinate(s)

Supervision Given:

• Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees.

Required Education:

• Associate's degree in Information Technology or a related field

Required Experience:

• Minimum of three (3) years of related job experience

License/Certification:

• None Required

• Supervision of a call center or help desk is an asset
• Experience with remote support tools and practices is an asset
• Experience with a call management system is an asset

Knowledge:

• Commonly used hardware and software
• Best practices in higher education

Skills:

• Strong project management skills
• Strong interpersonal skills
• Strong communication skills
• Strong technical support skills

Abilities:

• Ability to lead a team and delegate work
• Ability to work in a diverse environment

Primary Work Location:

• Works in some or all of the following environments during the working day; office environment, classroom, training room, and computer laboratory

Physical Demands:

• Work is normally performed in a typical interior work environment which does not subject the employee to any unpleasant elements
• Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks
• May be required to move items of up to 35lbs

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Problem Solving

• Formulates plans and strategies to proactively resolve anticipated problems.
• Prudently responds to unforeseen problems through careful consideration and analysis of problem and relevant information and circumstances.
• Recognizes and apprises appropriate university administrator when resolution requires senior management input and/or approval.

Instruction/Training

• Demonstrates the ability to orally convey subject or message clearly and concisely to the intended audience.
• Generates interest and enthusiasm in the subject or message from the participants.
• Responds to participants' reactions or comments, and adjusts delivery style and/or format of presentation as needed.
• Possesses a thorough understanding of the subject or topic to provide practical responses to questions or issues.
• Displays applicable visuals and provides appropriate written materials to support the presentation.

Computer/Automated System Proficiency

• Proficient in the use of university applications or automated systems to perform job duties.
• Complies with related policies, procedures, and work rules to maintain system security and data integrity.

Technical Expertise

• Possesses comprehensive knowledge and skills in a technical area.
• Effectively applies expertise to troubleshoot existing systems and develop solutions with existing technology.
• Competent to learn new technologies and integrate them with existing technology.
• Willing to share expertise and provide technical assistance to others.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.