Job Description

Job Description This leadership role oversees the planning, development, and coordination of staff and operations within the Facilities Call Center. Reporting to the Senior Manager or designated shift commander, the manager collaborates with various business units to ensure high-quality customer service and operational efficiency. Responsibilities include supervising staff, making personnel decisions, managing training and performance evaluations, and participating in on-call leadership rotations. The role requires occasional travel to other sites across the Bay Area and may involve weekend or after-hours work, especially during emergencies or special events. Schedule: Onsite  Menlo Park, Newark, Palo Alto  Might need to be on call  Flexible based on operational needs, Rotational through: swing 10a-630p or days 6a-2:30p or Nights 10p-630a. Minimum 1 weekend Responsibilities include: -Leading daily huddles and managing a team of service agents. -Ensuring high-quality customer service for internal stakeholders. -Coordinating with IT and other departments to optimize call center systems. -Managing hiring, training, performance evaluations, and disciplinary actions. -Overseeing budgets, contracts, and financial audits. -Driving process improvements and implementing quality assurance programs. -Acting as a liaison between departments to support continuous improvement. -Analyzing performance data to enhance service delivery and patient satisfaction. -Participating in council meetings and promoting a patient-centered approach. Pay Range for this role is $60 - $70 per hour. We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form ( . The EEOC "Know Your Rights" Poster is available here ( . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: . Skills and Requirements - 5 years (progressive related experience) - Call Center Experience - High school diploma or GED equivalent. - Emergency Protocols: Understand emergency response protocols, including procedures for police, fire, medical emergencies, and other critical incidents. - Communication Systems: Familiarity with radio systems, computer-aided dispatch (CAD) software, and other communication tools used in emergency dispatch centers. Bachelors Degree from an accredited college/university  Emergency Services Operations  Emergency Protocols  Communication Systems  Familiarity with radio systems: computer-aided dispatch (CAD) software, and other communication tools used in emergency dispatch centers null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.

Job Tags

Hourly pay, Flexible hours, Shift work, Night shift, Weekend work,

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