APPLICATION INSTRUCTIONS:

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.

• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.

• If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants.

Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see Notice to Out of State Applicants.

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POSITION SPECIFICS​

The Office of Physical Plant (OPP) at Penn State seeks a Customer Service Call Center Supervisor with a strong background in analytics, customer service leadership, and business intelligence tools. This role supervises day-to-day operations of the OPP call center, manages a team of representatives, and uses data tools such as Maximo, Microsoft Excel, and Power BI to monitor KPIs, assess trends, and drive service excellence across campus operations.

Penn State’s Office of Physical Plant is responsible for maintaining more than 22 million square feet of campus facilities. OPP plays a crucial role in ensuring a safe, efficient, and sustainable environment that supports the university’s mission in teaching, research, and service.

This is a full-time, benefits-eligible staff position located at University Park. Standard work hours apply; however, some flexibility may be required, as the customer service center operates 365/24/7. Some off-shift work will be required, as well as shifts during emergencies or special events.

Responsibilities:

• Supervise operations of the OPP Customer Call Service Center

• Coordinate day-to-day operations and ensure compliance with university policies

• Utilize Microsoft Excel, Maximo BIRT reporting, and Power BI to track, analyze, and report on key performance indicators (KPIs)

• Design and maintain dashboards to support real-time decision-making and performance transparency

• Analyze service request data to identify trends and areas for improvement

• Act as liaison between the call center and OPP operational departments

• Develop score cards to monitor and drive the improvement of customer service goals while aligning those goals with organizational objectives

• Schedule, train, and evaluate customer service staff

• Manage absence requests and approve timecards, as well as oversee direct reports' workloads and tasks

• Forecast staffing and resource needs based on historical and anticipated service demand

• Ensure accurate documentation and service intake processing in OPP systems

• Collaborate on continuous improvement initiatives and customer experience strategi