Job Summary:

To provide overall direction for the Operator Services Center.
 

Major Duties / Critical Tasks:

• Supervises management personnel required to maintain the appropriate staffing levels to meet call demand and ensure customer satisfaction.
• Defines tasks and develops procedures necessary to appropriately carry out the activities associated with an operator services unit in a critical care environment. Evaluates and makes recommendations for changes or enhancements to existing policies and procedures.
• Reviews service performance levels and initiates the resolution of customer and/or employee related problems. Takes a proactive role in ensuring customer and employee satisfaction by developing methods to identify areas for improvement and implementing any changes or enhancements as a result.
• Conducts analysis, prepares reports and makes recommendations for enhancements to services and equipment hardware and software.
• Evaluates the performance of existing support technology and investigates new technological advancements and their application to operator services.
• Provides support in the departmental planning and budgeting efforts by providing statistical data and reports.
• Identifies appropriate internal controls for department; provides mechanisms to monitor and enforce compliance.
• Performs related duties as required

Required Education / Experience:

Bachelor's degree or equivalent in related field and 3 years related experience.

Equipment: 

Standard office equipment.

Working Environment:

Standard office environment.

Other: 

Specific job requirements or physical location of some positions allocated to this classification, may render this position security sensitive, and thereby subject to the provisions of Section 51.215, Texas Education Code. 

Any qualifications to be considered as equivalents in lieu of stated minimums require the prior approval of the Chief Human Resources Officer.