Job Description Role is HYBRID – 2-3 days Onsite at Fox Studios in Los Angeles,CA • Call Center hours of operation Hours of operation are 5a to 11p • Supervisor must be able to cover all shifts as needed • Supervisor standard work shift is 7a to 4p but needs the flexibility to cover staff absences • Min 2-3 years with facilities, call center/helpdesk and supervisory experience • The main duties are a mixed bag of customer service for internal and external callers to FOX. For the internal callers the role transforms to traditional Help Desk support, taking in requests for service e.g. “my office is too cold” then opening a ticket and pushing the request out to the pertinent team. On the external (general public) front it’s more customer service oriented. Connecting callers with employees and depts like HR and payroll as well as fielding complaints about FOX content to include Sports, News and Entertainment • Supervises a team of 5-6 Duties • Responsible for the overall administration, supervision, and operation of the Facilities Service Desk including but not limited to the administration of the work order ticketing system, inbound calls from the general public, tenant and staff relations • Directly supervise Call Center staff, carry out supervisory responsibilities in accordance with departmental and company policies and procedures • Lead by example and model behaviors that are consistent with the company’s values • Supervise the adherence to departmental and company policies and procedures, report infractions to management • Actively participate in the day-to-day operations, to include but not limited to operating the switchboard, connecting internal and external callers with the appropriate individual or department • Respond to incoming requests (e.g., e-mails, telephone calls, voicemail, or in person) and accurately identify, diagnose, prioritize, log, and dispatch the appropriate team • Utilize the electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of all requests • Provide updates, status, and completion information to staff and/or users via telephone, e-mail, or in-person communication. • Ensure the highest level of customer service and professionalism by the Call Center staff • Monitor and evaluate daily workflow, choose appropriate courses of action to ensure department schedules and objectives are met • Conduct daily staff meetings to drive team accountability and to exchange various information • Maintain training methods for timely and efficient execution of departmental goals. Ensure that staff is cross trained in all pertinent functions/areas • Prepare daily and weekly work schedules and assignments, track staff vacations and leaves to ensure proper coverage • Review payroll daily, verify accuracy by overseeing and correcting time clock punches • Verify, code, and input invoices into the Studio AP system for processing • Provide back-up support for other administrative departments or job functions • Promote and sustain a professional, positive, productive, and safe work environment • Build teamwork to enhance individual and team performance, provide coaching and mentoring • Act as the direct liaison to employees, customers, tenants and service personnel • Log and report suspicious, nuisance or hostile calls to Security • Coordinate various service requests using the telephone, e-mail and two way radio • Perform general clerical duties including but not limited to, ordering supplies, placing service calls for equipment, filing, record keeping and photocopying • Prepare daily and monthly reports as needed Requirements • Recent prior supervisory experience working in a Call Center, Help Desk or other environment with heavy incoming telephone calls • Possess strong general knowledge of Call Center, Help Desk or PBX operations • Must have excellent leadership skills with the ability to work with and through others to achieve desired results • Must be able to follow standardized operating procedures • Excellent written and verbal communication skills • Must possess excellent customer service, time management, interpersonal, organizational and analytical skills • Must be able to manage multiple priorities and follow through on assignments • Ability to work cooperatively and collaboratively with all levels of staff, employees, tenants and vendors • Aptitude to coordinate multiple concurrent activities and multifaceted service requests • Must be able to stand, walk and sit as required to perform all job functions including lifting up to 50 lbs. • Maintain confidentiality of company and customer information, data and materials • Must be dependable/reliable person with excellent attendance record and able to work nights and weekends as needed • Valid California driver’s license (without restrictions) • Ability to operate in a dynamic, fast paced, demanding startup environment • Ability to train across multiple job functions • Must be able to work overtime with short notice • Ability to readily adapt to changing requirements • Must display the ability to gain and retain comprehensive knowledge of all equipment, tools and software used in the Call Center as well as supported services • Ability to listen carefully and respond quickly and effectively • Able to learn and retain large amounts of general information about the Company • Must follow all company, safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries Company Description WAVSYS is a national solutions company offering contract, permanent and turnkey staffing solutions by leveraging its international network of 20 offices covering USA, Canada, and the UK.