Supervisor Facilities Call Center (night shift)

Facilities Services Response Center Leadership

Facilities Services Response Center (FSRC) encompasses the five independent response centers that support the full scope of Facilities Services. As a unit, FSRC provides a broad range of operational support across Stanford Medicine.

As the driving force behind Stanford Health Care Facilities Services Response Center, you'll lead a high-performing team that directly supports the clinical mission through seamless, behind-the-scenes operational excellence. This is a role where every call matters, and your leadership directly impacts patient experience, staff efficiency, and system-wide performance.

You will have a seat at the table with stakeholders across engineering, facilities, ambulatory clinics, and executive leadership making this an ideal position for someone who thrives in high-visibility, high-impact environments. The role offers a rare blend of strategic influence and tactical execution and is perfect for someone who wants to be a bridge-builder, change agent, and culture driver all in one.

The ideal candidate is a resilient, emotionally intelligent leader who thrives in complex, dynamic environments. You are not just organized you are operationally obsessed, with an eye for data-driven improvement, an instinct for triaging high-stakes escalations, and a passion for coaching others to be their best. You will be instrumental in optimizing workflows and driving operational excellence, utilizing your keen eye for data-driven improvement to implement innovative technological solutions. You know how to balance urgency with empathy, ensuring that each interaction whether with frontline staff or senior stakeholders reflects Stanford Medicine's commitment to excellence and compassion.

You are energized by process but motivated by people. You foster trust through accountability, celebrate wins loudly, and lead from the front when the pressure is on whether during an emergency response activation or a routine day of high call volumes. If you're looking to lead a team that is mission-critical, deeply collaborative, and constantly evolving, this is the role for you.

Under the direct supervision of the MGR-Fac Call Center, dispatches or manages a team that dispatches Facilities Personnel to emergency and non-emergency calls for service. Answers incoming phone calls and operates a computer dispatch system, monitors Enterprise Asset Management System (EAMS), and inputs incident reports into the computer system as needed. This position will be based in Menlo Park, CA but there are other Stanford Medicine Facilities Call Center sites around the San Francisco Bay Area that this position may need to visit and provide oversight of at times. Work schedules may include weekends and after-hours, including times when emergency response or special events may result in working outside of or beyond normally scheduled times, including being available to participate in on-call leadership rotation programs as needed.

Locations Stanford Health Care

Call Center and Service Request Operations Management:

• Oversee the day-to-day operations of the call center, ensuring that requests are handled promptly, accurately, and in compliance with established protocols.
• Monitor call and digital media volumes and routing to optimize staffing levels and maintain efficient response times.
• Collaborate with IT and relevant departments to ensure call center technologies and systems are effective and properly utilized.
• May supervise and lead a team of agents dedicated to addressing engineering, maintenance, property, and facility management requests.
• Provide guidance, support, and performance feedback to ensure the team delivers exceptional customer service to internal stakeholders, including clinic staff and administrative personnel.
• Organize regular team meetings, training sessions, and performance evaluations to support professional development and maintain high service standards.

Engineering, Maintenance, and Facility Management Support:

• Ensure a patient-centered approach in addressing engineering and facility-related requests, emphasizing empathy, professionalism, and responsiveness.
• Implement quality assurance programs, including call monitoring, to ensure adherence to best practices and service standards in the handling of maintenance and property-related inquiries.
• Drive Standard Work excellence across entities.

Communication and Stakeholder Engagement:

• Act as a liaison between the Site Support Services business unit and various internal stakeholders, including Ambulatory Clinics, Administrative Facilities, Engineering, HTOC, and FSRC teams.
• Provide regular feedback and insights to relevant departments to support continuous improvement in engineering, maintenance, and facility management.
• Communicate effectively with HTOC and FSRC leadership to ensure a cohesive approach to patient support and issue resolution.

Process Improvement and Service Enhancement:

• Identify opportunities for process improvement and develop strategies to streamline call center operations while enhancing the quality of support provided.
• Analyze data and metrics related to call center performance and patient satisfaction to identify trends and areas for improvement.
• Collaborate with stakeholders, including HTOC and FSRC, to implement initiatives that enhance the efficiency of engineering, maintenance, and facility management processes.

Education Qualifications:

High School Diploma or GED equivalent. Required Bachelor's Degree from an accredited college/university. Preferred Relevant experience in lieu of degree may be considered.

Experience Qualifications:

Three (3) years of progressively responsible work experience. Required

Required Knowledge, Skills and Abilities:

Emergency Protocols: Understand emergency response protocols, including procedures for police, fire, medical emergencies, and other critical incidents.

Geographical Knowledge: Familiarity with local geography, landmarks, and street layouts to provide accurate directions to responders and callers.

Legal and Ethical Standards: Knowledge of legal and ethical guidelines related to privacy, confidentiality, and data protection in emergency communications.

Emergency Services Operations: Understanding of how different emergency services (police, fire, medical) operate and collaborate in emergency situations.

Communication Systems: Familiarity with radio systems, computer-aided dispatch (CAD) software, and other communication tools used in emergency dispatch centers.

Medical and First Aid Basics: Basic understanding of medical terminology and first aid procedures to assist callers in medical emergencies until responders arrive.

Crisis Management: Knowledge of crisis management techniques, including de-escalation, handling distressed callers, and managing high-stress situations.

Multilingual Skills: Proficiency in multiple languages can be incredibly valuable in diverse communities to effectively communicate with callers who may not speak English fluently.

Active Listening: The ability to listen attentively, gather relevant information from callers, and ask clarifying questions to provide accurate details to responders.

Clear Communication: Effective verbal and written communication skills to relay information clearly and succinctly to emergency personnel and callers.

Multi-Tasking: Skill in managing multiple tasks simultaneously, such as answering calls, entering information into dispatch systems, and coordinating responses.

Critical Thinking: Analytical skills to assess situations quickly, prioritize responses, and make informed decisions based on available information.

Empathy and Compassion: Skill in empathizing with callers in distress and providing emotional support while gathering necessary details.

Problem Solving: Ability to assess complex situations, determine appropriate courses of action, and adapt to changing circumstances.

Computer Proficiency: Competence in using computer systems, CAD software, and databases for data entry, information retrieval, and incident tracking.

Time Management: Efficiently allocate resources, prioritize tasks, and manage time effectively to ensure timely responses to emergencies.

Stress Tolerance: The ability to remain calm and focused under high-pressure situations and effectively manage stress during busy shifts.

Quick Decision-Making: Make swift and accurate decisions while processing incoming information and coordinating responses.

Team Collaboration: Work effectively within a team environment, collaborating with emergency responders, law enforcement, and other personnel.

Situational Awareness: Maintain awareness of ongoing incidents, personnel locations, and available resources to provide accurate information.

Adaptability: Quickly adapt to changing circumstances, evolving information, and new technologies in emergency response.

Attention to Detail: Precisely record and relay information to ensure accurate documentation of incidents and actions taken.

Professionalism: Maintain a professional demeanor, adhere to ethical standards, and exhibit excellent customer service skills.

Resilience: Ability to cope with emotionally challenging situations and maintain composure while dealing with distressing calls.

Preferred Knowledge, Skills and Abilities:

Previous experience in a similar setting and role.

Licenses and Certifications:

CADL California Driver's License Valid and In State required Upon Hire