Customer Service Operations Lead

Job Summary Department-Specific Responsibilities Engages in call center leadership and staff supervision Directly supervises a team of Call Center Agents, including hiring, onboarding, training, scheduling, performance management, coaching, recognition, and corrective action Establishes clear expectations for service intake accuracy, priority assignment, documentation quality, and customer communication Manages staffing schedules to ensure adequate coverage and responsiveness during peak demand Conducts routine quality assurance reviews of calls and work orders to ensure consistency and sound judgment Ensures priority code governance and provides service response oversight Ensures accurate creation and classification of all service requests in alignment with established priority codes (0-5 and Customer Requested) Monitors and enforces service level expectations tied to priority response times Reviews and validates work order details to ensure completeness and accuracy before dispatch Proactively identifies and corrects mis-prioritized or incomplete requests Oversees daily backlog and ensures timely progression of work orders based on priority Provides oversight of customer service, communication, and escalation Champions a high level of customer service across all interactions Manages and responds to escalated customer concerns and service issues Oversees customer satisfaction survey processes, including analysis and reporting Develops and implements communication standards to ensure clear, consistent updates to customers Partners with facilities teams to improve transparency and service outcomes Oversees the mobile technology and communication device program; reviews costs and services associated with program and cellular provider Engages in cross-functional facilities coordination Acts as the liaison between the call center and facilities of service areas, including building automation, specialty crafts/key shop, maintenance, custodial, fire protection, and grounds Coordinates with Facilities Operations Leaders to balance workloads, manage priorities, and support timely work order completion Ensures technicians receive accurate and timely work order information Collaborates with campus partners and external service providers as needed to resolve service issues Oversees systems and reporting, and focuses on continuous improvement Ensures integrity, accuracy, and consistency of work order data within the MMS/AiM system Oversees implementation of new processes, workflows, and system enhancements Utilizes system data to identify operational gaps and drive continuous improvement Reviews daily and periodic reports for compliance with departmental procedures and University policies General Responsibilities Provides day-to-day operational management of customer service staff Identifies customer service and operational issues and/or areas of improvement and implements solutions to improve processes and/or operational efficiency; provides oversight for continuous integration, testing, quality assurance, and quality control efforts Analyzes, monitors, and evaluates performance of assigned staff, establishes work priorities, conducts performance reviews, and provides corrective action as needed Ensures adequate staffing and effective scheduling; participates in and informs employment decisions for assigned staff Provides direct supervision and oversight of staff setting expectations to meet department objectives and is held accountable for the performance and development of team Ensures and provides training to staff to improve customer service operations; researches and identifies development opportunities for staff Qualifications Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required Bachelor's degree in a relevant field

WORK EXPERIENCE

Required 2 years of related experience

SKILLS

Required Ability to lead/manage others Demonstrated time management and priority setting skills Excellent collaboration and team building skills Ability to build strong customer relationships Demonstrates excellent judgment and decision making skills Maintains a high degree of professionalism Excellent organizational skills Strong verbal communication and listening skills Working Conditions / Demands This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation. Advertised Salary $68,000 annually Benefits Overview For full-time staff employees, Indiana University offers a wide array of benefits including: Comprehensive medical and dental insurance Health savings account with generous IU contributions Healthcare and dependent care flexible spending accounts Basic group life insurance paid by IU Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance Base retirement plan with generous IU contributions, subject to vesting Voluntary supplemental retirement plan options Tuition subsidy for employees and family members taking IU courses 10 paid holidays plus a paid winter break each year Generous paid time off plans Paid leave for new parents and IU-sponsored volunteer events #J-18808-Ljbffr Indiana University Northwest