Supervisor, Facilities Call Center

Stanford Health Care•Menlo Park, CA

1d•$51 - $66•Onsite

About The Position

As the driving force behind Stanford Health Care Facilities Services Response Center, you'll lead a high-performing team that directly supports the clinical mission through seamless, behind-the-scenes operational excellence. This is a role where every call matters, and your leadership directly impacts patient experience, staff efficiency, and system-wide performance. You will have a seat at the table with stakeholders across engineering, facilities, ambulatory clinics, and executive leadership — making this an ideal position for someone who thrives in high-visibility, high-impact environments. The role offers a rare blend of strategic influence and tactical execution and is perfect for someone who wants to be a bridge-builder, change agent, and culture driver all in one. The ideal candidate is a resilient, emotionally intelligent leader who thrives in complex, dynamic environments. You are not just organized — you are operationally obsessed, with an eye for data-driven improvement, an instinct for triaging high-stakes escalations, and a passion for coaching others to be their best. You will be instrumental in optimizing workflows and driving operational excellence, utilizing your keen eye for data-driven improvement to implement innovative technological solutions. You know how to balance urgency with empathy, ensuring that each interaction — whether with frontline staff or senior stakeholders — reflects Stanford Medicine’s commitment to excellence and compassion. You are energized by process but motivated by people. You foster trust through accountability, celebrate wins loudly, and lead from the front when the pressure is on — whether during an emergency response activation or a routine day of high call volumes. If you're looking to lead a team that is mission-critical, deeply collaborative, and constantly evolving, this is the role for you. This is a Stanford Health Care job. A Brief Overview The Facilities Call Center Supervisor oversees the daily operations of the call center team, ensuring Facilities Call Center Specialists meet performance goals and deliver excellent customer service. Responsible for monitoring calls, providing feedback, coaching team members, and addressing escalated customer issues. The Supervisor plays a crucial role in maintaining high service standards, implementing training programs, and contributing to the overall success of the call center. This role provides on-site leadership to call center team.

Requirements

Associate degree from an accredited college or university, required.
Relevant experience in lieu of degree may be considered. Relevant experience in lieu of degree is in addition to the experience requirements for this position.
Five (5) years of progressively responsible and directly related work experience in call center or similar, with a preference for experience in a leadership or supervisory role. Required
Ability to motivate, guide and inspire a team.
Excellent verbal and written communication skills to interact effectively with Facilities Call Center Specialists, customers and management.
Ability to identify and resolve issues efficiently and effectively.
Strong understanding of customer service principles and practices.
Ability to handle difficult situations and resolve conflicts calmly and professionally.
Ability to analyze data, develop reports and identify trends to improve call center performance.
Familiarity with call center technology and software.
Ability to adapt to and deal with change and ambiguity.
Ability to plan, organize, prioritize, work independently to meet deadlines.
Capacity to work in a fast-paced environment and work as part of a team to collaborate effectively.
Knowledge of facility systems (e.g., Fire Life Safety, Building Management System, Pneumatic Tube, MedGas, Emergency Generators, etc.)
Advanced organization skills with attention to detail and ability to prioritize work in a dynamic environment
Ability to promote team culture of excellence in service delivery

Nice To Haves

Previous experience in a similar setting and role.

Responsibilities

Supervises daily operations of call center team, ensuring smooth operations including adherence to schedules and call handling procedures.
Monitors Facilities Call Center Specialists performance, providing constructive feedback, and implementing performance management as needed.
Leads daily team huddles to ensure smooth shift hand-offs, communication of critical operational updates and completes shift pass down report out to team and leadership.
Identify and facilitates opportunities for process improvement to streamline call center operations to ensure meeting performance and customer needs.
Identify training needs, developing and delivering training programs, and providing ongoing coaching to improve Facilities Call Center Specialists skills.
Addresses unexpected situations, resolves conflicts and ensures smooth operations.
Addresses and resolves escalated customer inquiries and complaints, ensuring customer satisfaction.
Monitors calls, ensuring adherence to quality standards, and implementing corrective actions.
Monitors and manages call center technologies to ensure system readiness and collaborated with Technology & Digital Solutions (TDS) when issues arise for prompt response and mitigation.
Analyze call center performance data, generating reports, and identifying areas for improvement.
Motivating and leading a team of Facilities Call Center Specialist, fostering a positive and productive work environment.
Facilitates communication between Facilities Call Center Specialist, management and other departments ensuring escalation and/or alignment through clear and concise communication.
Ensures Facilities Call Center Specialist adhere to company policies and procedures.
Assists with the hiring process, onboarding new employees, and providing ongoing support.
Contributes to the achievement of Facilities Services Call Center (FSRC) performance targets and business objectives.
Perform additional duties as assigned to support departmental needs.
This position may require on-call availability during non-standard hours, including nights, weekends, and holidays, to meet business needs and respond to emergencies as necessary.