Customer Service Call Center Supervisor - Office of Physical Plant

The Pennsylvania State University
paid time off, sick time, remote work
United States, Pennsylvania, University Park
201 Old Main (Show on map)
Jun 16, 2025
APPLICATION INSTRUCTIONS: CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday. CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday. If you are NOT a current employee or student, please click "Apply" and complete the application process for external applicants. Approval of remote and hybrid work is not guaranteed regardless of work location.For additional information on remote work at Penn State, seeNotice to Out of State Applicants. POSITION SPECIFICS 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 such as Maximo, Microsoft Excel, and Power BI 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 Associate Degree 4+ 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. BACKGROUND CHECKS/CLEARANCES Employment with the University will require successful completion of background check(s) in accordance with University policies. This position requires that you operate a motor vehicle as a part of your job duties. A valid driver's license and successful completion of a motor vehicle records check will be required in addition to standard background checks. Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S. SALARY & BENEFITS The salary range for this position, including all possible grades, is $46,400.00 - $67,300.00. Salary Structure - Information on Penn State's salary structure 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. CAMPUS SECURITY CRIME STATISTICS Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here. EEO IS THE LAW Penn State is an equal opportunity 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. The Pennsylvania State University is committed to and accountable for advancing equity, respect, and belonging in all its forms. We embrace individual uniqueness, as well as a culture of belonging that supports both broad and specific equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university's teaching, research, and service mission. 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