Call Centre Manager (Able to work in different shifts)

Job Summary:

Call Center employees support personnel for the correct submittal of phone call requests, written request of O and M Repairs to include but not limited to:
• Electrical repair and maintenance
• HVAC repair and maintenance
• Fire life safety
• General building repair and maintenance

POSITION SUMMARY:
Under minimal supervision, oversees and manages the service order maintenance and repair service order submittal making certain that priorities and specifications are met to meet contractual obligations. Employees in this job class will develop and manage their respective plan, set goals and objectives for O and M Call Center services, staff and performance manage subordinates, and make decisions for O and M Call Center operations.
This job class requires comprehensive knowledge of effective management techniques. Also must poses the ability to organize, budget, and manage multiple projects.
Qualifications and Requirements:

Five or more years of experience in building maintenance and construction, including at least two years in a supervisory position;
• Three years of more of business management experience including profit and loss responsibility and budgeting;
• Management skills to hire qualified employees, provide for their professional development, administer performance management and disciplinary processes effectively, and address employee relations appropriately;
• Knowledge of planning, purchasing, and project management;
• Computer literacy including skill to operate word processing, spreadsheet, Internet, and presentation software applications.
• Staff management skills to hire qualified employees, provide for their professional development, administer performance management and disciplinary processes effectively, and address employee relations appropriately;
• Ability to communicate effectively both orally and in writing; and to present information and respond to questions from vendors, customers, management, and others;
• Ability to build effective working relationships with staff, customers, and others;
• Knowledge of business English including vocabulary, spelling, and correct grammatical usage and punctuation;
• Mathematical skills to include the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations;
• Flexibility to adapt to changing work priorities;
• Demonstrated leadership, organizational, reasoning, and analytical skills;
• Ability to travel to local facilities.

Duties & Responsibilities:

Coordinates, directs, and manages the timely and effective delivery of maintenance and repair services order calls to the regions for O and M such as; building, structures, electrical systems, utility systems operation, HVAC systems operation, flight line and range.
2. Develops and implements the process flow of call center service orders from the creation to the completion of work and modifies the flow chart as necessary.
3. Supervises staff; ensures a competent, motivated staff through hiring, training, counseling, supervising and reviewing the performance of employees.
4. Schedules and prioritizes tasks, and ensures adherence to procedures, regulations and guidelines while minimizing errors and safety risks.

5. Manages time cards, sick days and vacations for staff to ensure departmental coverage and customer satisfaction.
6. Participates in a variety of departmental and other meetings on a regular basis.
7. Frequent travel between facilities is required.
8. Performs other duties and special projects as assigned.

Sitting and/or talking on the phone (45-55%)
• Standing, and/or walking (25-35%)
• Bending and stooping (20-30%)
• May lift of more boxes or equipment (up to 75 pounds) (20-30%)
• Climbing ladders (20-30%)
• Working in confined spaces (5-10%)
• Exposure to toxic substances (20-30%)
• Exposure to risk of electrical shock (25-35%)
• Exposure to wind, rain, cold, and heat (25-35%)
• Noise from equipment in construction environment (20-30%)
• Keyboarding (45-55%)
• Viewing computer monitor requiring close vision (45-55%)
WORK ENVIRONMENT: Work is performed in an office/shop environment all of the time.

Job Requirement:

Five or more years of experience in building maintenance and construction, including at least two years in a supervisory position;
• Three years of more of business management experience including profit and loss responsibility and budgeting;
• Management skills to hire qualified employees, provide for their professional development, administer performance management and disciplinary processes effectively, and address employee relations appropriately;
• Knowledge of planning, purchasing, and project management;
• Computer literacy including skill to operate word processing, spreadsheet, Internet, and presentation software applications.
• Staff management skills to hire qualified employees, provide for their professional development, administer performance management and disciplinary processes effectively, and address employee relations appropriately;
• Ability to communicate effectively both orally and in writing; and to present information and respond to questions from vendors, customers, management, and others;
• Ability to build effective working relationships with staff, customers, and others;

Job Location: