Description
Job Summary
The Call Center Supervisor provides daily leadership, oversight, and operational control of the Facilities Maintenance Call Center at WRNMMC. This position ensures uninterrupted 24/7/365 operations in a high reliability healthcare environment supporting critical patient care areas, life safety systems, and essential infrastructure.
The Supervisor manages dispatch operations for routine, urgent, and emergency work requests; ensures compliance with contract and performance requirements; oversees call center personnel; and maintains exceptional customer service standards. The Call Center receives and processes all service requests on a 24/7/365 basis, ensuring work is initiated, prioritized, and scheduled in accordance with Emergency, Urgent, and Routine classifications.
Primary Job Functions
Emergency & Urgent Dispatch Oversight
Supervise real-time dispatching of Emergency, Urgent, and Routine work requests.
Ensure immediate escalation of life-safety issues, utility outages, system failures, and critical infrastructure incidents.
Maintain continuous communication with on-call technicians, supervisors, and leadership during emergency events.
Ensure Emergency WRs meet required response timelines and contractual KPIs.
Coordinate with clinical staff, hospital leadership, and facilities management during critical events.
24/7/365 Call Center Operations Management
Ensure continuous staffing coverage for 24/7/365 operations.
Develop and manage rotating shift schedules, including holidays and weekends.
Ensure staffing levels meet workload and contractual requirements.
Coordinate after-hours and on-call dispatch procedures.
Maintain operational continuity during call-outs, shortages, or high-volume events.
Implement redundancy plans for system outages or emergency scenarios.
Work Reception & Work Request Oversight
Ensure WRs are received via phone, walking, email, printed request, or electronic systems.
Ensure all WRs are documented accurately and processed without delay.
Oversee evaluation of supplemental information to determine scope and urgency.
Ensure proper assignment of Emergency, Urgent, or Routine priority.
Ensure accurate and complete data entry into the CMMS.
Maintain auditable documentation of all WR activity.
Staff Supervision & Development
Supervise call center representatives and dispatch personnel.
Conduct onboarding, training, and competency development for new and existing staff.
Provide coaching on emergency call handling, escalation protocols, prioritization, and customer service.
Conduct performance evaluations and corrective actions in accordance with company policy and CBA requirements.
Ensure staff understand hospital protocols, life-safety priorities, and infection control considerations.
Training & Quality Assurance
Develop and maintain training materials for dispatch systems, CMMS, and emergency procedures.
Conduct periodic drills and scenario-based training for emergency dispatch situations.
Perform call audits and quality reviews to ensure accuracy, professionalism, and compliance.
Ensure compliance with Joint Commission standards and other regulatory requirements.
Scheduling & Workforce Planning
Develop and manage shift schedules to ensure adequate coverage.
Approve leave requests while maintaining minimum staffing levels.
Coordinate overtime coverage during outages, planned maintenance, and emergencies.
Track attendance and timekeeping in accordance with company policy and CBA requirements.
Reporting & Documentation
Generate daily, weekly, and monthly performance reports.
Track response times, backlog trends, and dispatch accuracy.
Maintain documentation of emergency events and escalations.
Support audits, inspections, and regulatory surveys.
Customer Service & Stakeholder Engagement
Maintain high standards of customer service in a healthcare environment.
Address escalated customer complaints and service concerns.
Ensure prompt follow-up on customer inquiries.
Serve as liaison between Facilities Maintenance and hospital departments.
Promote a culture of professionalism, urgency, accountability, and customer satisfaction.
Education, Experience and Certification
High School Diploma or equivalent education required
Bachelor's degree in related field preferred
3-5 years' experience in call centers, dispatch, or facilities operations
1-2 years supervisory or leadership experience
1-2 experience supervising union employees and working within CBA environments, including scheduling, coverage management and correction action processes
Knowledge, Skills, and Abilities
Experience supporting 24/7 operations preferred.
Strong knowledge of emergency dispatch procedures and escalation protocols.
Proficiency with CMMS platforms.
Advanced proficiency in Microsoft Office Suite; experience with Microsoft Lists preferred.
Ability to obtain and maintain required security clearance and base access.
Required Competencies
Strong leadership and decision-making skills.
Ability to remain calm under high-pressure emergency situations.
Excellent verbal and written communication skills.
High attention to detail and organizational discipline.
Strong situational awareness and critical thinking.
Integrity, professionalism, and customer-focused mindset.
Ability to manage difficult interactions with composure.
Strong work ethic and team-oriented approach.
Commitment to operational excellence in a healthcare environment.
Preferred Qualifications
Experience supervising union employees and working within Collective Bargaining Agreements (CBAs).
Experience in healthcare or mission-critical facilities.
Familiarity with Joint Commission standards.
Knowledge of HVAC, plumbing, electrical, and utility systems.
Experience supporting federal or DoD contracts.
Strong work ethic and team-oriented approach.
Commitment to operational excellence in a healthcare environment.
Travel Requirements
Less than 10% - Occasional travel for audits, training, or team leadership meetings
Disclaimer
CBRE Government and Defense is thrilled at the opportunity for you to apply to one of our roles. The base salary range for this position is $70,000- $90,000. This position may also be eligible for a wide range of competitive benefits that can include but not limited to: medical, well-being, financial planning and short-term incentives benefits.
This description is not intended to be an "all inclusive" list of the accountabilities of the job described. Rather, it describes the general nature of the job. In addition, some aspects of this job may change over time, according to business needs, and these changes may not be recorded immediately. The requirements stated represent the minimum levels of knowledge, skills and/or abilities to qualify and satisfactorily perform this job.
THIS DOCUMENT SHOULD NOT BE CONSTRUED AS CREATING A CONTRACT OF EMPLOYMENT BETWEEN CBRE GOVERNMENT & DEFENSE SERVICES AND ANY OF ITS EMPLOYEES OR OTHERWISE ALTERING AN EMPLOYEE'S AT WILL EMPLOYMENT RELATIONSHIP WITH CBRE GOVERNMENT & DEFENSE SERVICES.
Less than 10% - Occasional travel for audits, training, or team leadership meetings
Less than 10% - Occasional travel for audits, training, or team leadership meetings
Less than 10% - Occasional travel for audits, training, or team leadership meetings
Less than 10% - Occasional travel for audits, training, or team leadership meetings
Less than 10% - Occasional travel for audits, training, or team leadership meetings
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
