Work Control Manager

University of South Carolina, United States

Updated: about 11 hours ago
Location: Columbia, SOUTH CAROLINA
Job Type: FullTime
Deadline: 15 Aug 2024

Posting Summary


Logo
Posting Number STA00536PO24
Job Family Administrative Support
Job Function Administrative Services
USC Market Title Administrative Coordinator
Link to USC Market Title https://uscjobs.sc.edu/titles/131909
Job Level M0 - Managerial
Business Title (Internal Title) Work Control Manager
Campus Columbia
Work County Richland
College/Division Division of Student Affairs and Academic Support
Department SAAS Housing Facility Management
State Pay Band 6
Approved Starting Salary $49,396
Advertised Salary Range $49,396 - Commensurate with Experience
Location of Vacancy
Part/Full Time Full Time
Hours per Week 37.5
Work Schedule
Monday through Friday 8:00AM to 4:30PM.
Must be willing to work a flexible schedule to meet the needs of the department.
Basis 12 months
Job Search Category Administrative


About USC


About University of South Carolina
From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor’s degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service — helping to build healthier, more educated communities in South Carolina and beyond.
Inclusive Excellence Statement
At the University of South Carolina, we strive to cultivate an inclusive environment that is open, welcoming, and supportive of individuals of all backgrounds. We recognize diversity in our workforce is essential to providing academic excellence and critical to our sustainability. The University is committed to eliminating barriers created by institutional discrimination through accountability and continuous process improvement. We celebrate the diverse voices, perspectives, and experiences of our employees.


Benefits for FTE Positions


The University of South Carolina (USC), through the State of SC and Public Employee Benefit Authority (PEBA), offers employees a valuable benefits package, including health and life insurance, generous paid leave and retirement programs. To learn more about USC benefits, access the About Benefits section on the Applicant Portal at uscjobs.sc.edu.




Position Description


Advertised Job Summary
Work Control Manager
  • Do you enjoy supervising and mentoring Students?
  • Are you organized and understand shift work and customer support?
  • Do you know how to provide exceptional customer service?
  • Do you know how to train and mentor students to provide exceptional customer service?


This position is a key leadership position within Facilities Operations. It provides the overall leadership for our 24/7/365 FIXX Work Control Center, which is supported with 2 FTE and 20 student workers. The call center is the first means of communication with our customers and this position is responsible for scheduling and maintaining a well-trained staff that correctly responds to customer requests and emergencies. The Work Control Manager is the liaison with our customer and the rest of Facilities Operations. Through collecting and reviewing data and producing accurate and timely reports, this position guides process improvements and quality delivery of service. The normal work hours for this position are 8:00 am to 4:30 pm. To meet the demand for training new and existing staff and provide oversight and guidance for all team members, this position will need to periodically flex their work week. This position has been designated as essential personnel during inclement/hazardous weather and other emergencies.
Essential Job Duties and Responsibilities:
1. Creates exceptional customer experiences by ensuring that staff adhere to established protocols when responding to telephone, written, and in-person inquiries.
2. Evaluates processes and procedures, works with Work Management Team
3. Works with the SAAS Student Employment Manager to recruit, hire, train, and evaluate student employees to ensure accurate staffing and scheduling to meet service level and response time objectives.
4. Provide effective leadership
Perks:
  • Some of the BEST benefits you can find!
  • Work-Life-Balance: Full-time pay with a 40 hour work week
  • Generous paid time off
  • An engaging and collaborative on-campus environment
  • You’ll enjoy the historic beauty of the University of South Carolina campus, surrounded by amenities, so you’ll love where you work!
Minimum Qualifications
Master’s degree and 1 year related experience in business, public administration or administrative services, or bachelor’s degree and 3 years related experience; or equivalency.
A valid Driver’s license is required.
Preferred Qualifications
Experience with Training and Work Management processes and programs.
Knowledge/Skills/Abilities
Excellent customer service, interpersonal, written, and verbal communication skills. 
Excellent computer skills including knowledge and proficiency with spreadsheet, database management, and work management procedures. Ability to plan, organize, and review the work of staff 
Ability to develop and implement administrative policies and procedures and evaluate their effectiveness. Ability to communicate effectively.


Job Duties


Job Duty
Creates exceptional customer experiences by ensuring that staff adhere to established protocols when responding to telephone, written, and in-person inquiries. Works closely with other Housing personnel to resolve problems and ensure work quality. Communicates efficiently and professionally to resolve all customer services issues.
Essential Function Yes
Percentage of Time 15
Job Duty
Evaluates operational processes and monitors quality of data entered into the work management system. Participates in Work Management team meetings and strategic planning sessions. Identifies opportunities to improve standards and practices to improve operational success and customer satisfaction. Works closely with Housing Facilities staff and other University groups to determine priorities and to implement process improvements.
Essential Function Yes
Percentage of Time 20
Job Duty
Generates reports to identify areas of needed improvement, and analyzes information as necessary for decision making regarding customer service, staffing, and efficiency. Maintains work reports for all Evening Services staff. Understands software capabilities and provides innovative solutions to technical barriers.
Essential Function Yes
Percentage of Time 20
Job Duty
Recruits, hires, trains, and evaluates employees to ensure accurate staffing and scheduling to meet service level and response time objectives. Provides supervision and coaching of employees and conducts performance reviews to ensure employees adhere to university and departmental policies and procedures.
Essential Function Yes
Percentage of Time 40
Job Duty
Other duties as assigned
Essential Function No
Percentage of Time 5


Position Attributes


Employees in Safety-Sensitive or Security-Sensitive positions will be subject to pre-employment and post-employment drug testing in accordance with University policy HR 1.95 Drug and Alcohol Testing.


Safety Sensitive or Security Sensitive No
Hazardous weather category Essential


Posting Detail Information


Number of Vacancies 1
Desired Start Date
Job Open Date 07/01/2024
Job Close Date 08/15/2024
Open Until Filled No
Special Instructions to Applicant
Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email.
We are only accepting applications submitted by August 15, 2024.
The University of South Carolina offers a valuable benefits package including but not limited to:
  • Health and Life Insurance
  • Retirement Programs
  • Paid Tuition
  • Dependent Scholarships
  • Annual Leave
  • Sick Leave
  • 13 Paid Holidays (including an extended December holiday)
  • Paid Parental Leave
  • Professional Development Opportunities


Click here to learn more about why you should work at USC.
Quicklink for Posting https://uscjobs.sc.edu/postings/170731
EEO Statement
The University of South Carolina does not discriminate in educational or employment opportunities or decisions for qualified persons on the basis of age, ancestry, citizenship status, color, disability, ethnicity, familial status, gender (including transgender), gender identity or expression, genetic information, HIV/AIDs status, military status, national origin, pregnancy (false pregnancy, termination of pregnancy, childbirth, recovery therefrom or related medical conditions, breastfeeding), race, religion (including religious dress and grooming practices), sex, sexual orientation, veteran status, or any other bases under federal, state, local law, or regulations.

Similar Positions