Call Center Lead

Job Description

The Call Center Lead supports the Service2Facilities full time and student staff as the first point of contact as a subject matter expert. Expectations of this role include monitoring the workload and status of staff to identify proper allocation of resources, making real time adjustments based on priorities and service level agreements; providing immediate assistance to staff to ensure each interaction, included complex and escalated interactions, are handled in an efficient and appropriate manner. This position communicates with management regarding issues and resolutions as well as supports staff training needs from assessment through administration. This is a working lead and will be expected to support office objectives and customer service expectations which will require working in collaboration with and serving as a back up to Service2Facilities staff and students by answering calls, addressing alarms, troubleshooting email tickets and any other issues that may arise. Working collaboratively along side full time and student staff, this role will uphold a positive and professional demeanor; developing and maintaining excellent communication and relationships; striving to motivate the team and contribute to the overall success of the department.

Qualifications

Required: 4 years of relevant experience with an Associate’s degree or equivalent combination of education and experience. Six months of customer service experience.

Desired: Demonstrated customer service experience in a large operation; facilities administration and/or facilities management experience; supervision experience; strong analytical skills, process review experience; planning and scheduling experience; extensive computer knowledge including database management, spreadsheets, work management software and reporting software; excellent oral and written communication skills including facilitator and presentation experience; team oriented; Both current Ohio State employees and the general public may apply for this classified civil service position, however current Ohio State University employees internal to Service2Facilities will be given preference.

Schedule & Compensation

This is a first shift position that and may include some weekend hours.

The salary range for this position is $20.00 - $26.00.

Office of Student Life Mission Statement

The Office of Student Life fosters students’ development, learning, well-being and sense of belonging; empowers students to achieve their academic, personal and professional goals; and prepares students to be engaged in a global society.