Posting Number 2017-3676 Location US-NY-New York Posted Date 9/18/2017 Union N/A School/Division Capital Projects and Facilities (WS2548) Department Name : Operations Technology and Support Services FT/PT Full-Time
Supervise day to day operations of the Client Services Center, a high volume inbound call center. Monitor inbound requests and designate Client Services Center resources to meet the demands of the diverse NYU community needs including maintenance, custodial, and construction requests, radios, invoice processing, Campus Cash, and reporting requests. Review for accuracy and submit invoices for essential services and high volume vendor related requests in a timely fashion and within strict time parameters to meet contractually guaranteed savings. Onboard and train new employees (Union and Student) on Client Services Center operations and provide an understanding of the unit goals as they relate to the larger work group, division and university needs. Provide constructive structured and quantifiable feedback to direct reports in a timely manner and address training requirements as needed. Develop content for documentation used to record changes in unit work processes or for new tasks assigned to the unit, schedule and conduct comprehensive training for direct reports and other work group participants as needed, and gather data to be used for quality assurance reviews. Work order system training on reports and data searches within the system. Participate in emergency management initiatives. Spot audit documentation in CSC ensuring that changes are adequately captured and they reflect best practices and business standards. Ensure data quality standards are met and identify trends which determine if and what additional trainings or actions are needed to improve efficiency in CSC.
Required Education: Bachelor's degree or an equivalent combination of education and experience.
Required Experience: 3 years of experience in a customer service environment with heavy inbound request volume with an increasing list of responsibilities or an equivalent combination of knowledge and experience. Should have experience in managing others with a focus on quality control and training.
Preferred Experience: Budget management. Related experience in a college or University environment.
Required Skills, Knowledge and Abilities: Proficiency in Microsoft Word, and Excel. Excellent written and verbal skills, problem solving and inter-personal skills. Ability to work independently and in a team environment. Willingness to learn new skills and systems. Ability to execute multiple work tasks and prioritize work and interacting effectively with a diverse population is required. Excellent design sense for creating enterprise training content is required.
Founded in 1831, New York University is now one of the largest private universities in the United States. Of the more than 3,000 colleges and universities in America, New York University is one of only 60 member institutions of the distinguished Association of American Universities.