Manager - Facilities Call Center

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 diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 or uniformed service member status, 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 HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

- 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.

• Bachelor’s 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

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.