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Manager, IP&O Service Center

Job Description

Position Details

Position Information

Recruitment/Posting Title Manager, IP&O Service Center
Job Category Staff & Executive - Facilities/Environmental/Maintenance
Department IPO-Strategic Services
The Division of Institutional Planning & Operations (IP&O) employs a workforce of approximately 2,700 staff, represented by 15 collective negotiations agreements, and is responsible for institutional strategic initiatives and operations, which encompasses an expansive range of comprehensive service and business operations across the State of New Jersey. These include planning and construction, facilities, public safety and emergency operations, environmental health and safety, transportation, housing, and auxiliary/retail operations.
Posting Summary
Rutgers, The State University of New Jersey, is seeking a Manager, IP&O Service Center. This position provides strategic direction and manages the frontline customer service representatives team that enables operational efficiencies, provides 360-degree views of customer interactions and ensures an optimal customer experience. The Manager reports to the Associate Director, IP&O Service Center, and is responsible for the day-to-day operation of the IP&O Service Center, including the management of the customer service representative team, development, documentation, and maintenance of operational policies and procedures, including operational performance and quality metric standards and reports. This role must effectively plan, organize, and lead assigned IP&O Service Center projects in service delivery within agreed timescales and budget, ensuring quality service at all times. Among the key duties of this position are the following:
Among the key duties of this position are the following:
  • Day-to-day management of the Customer Service Representatives team and operations.
  • Responsible for achievement of service levels goals, including nonimmediate cases.
  • Drive Quality of Service by evaluating and scoring interactions in support of continuous improvement for customer experience, productivity and accuracy of solutions delivered
  • Provides basic administration support and analytics function for a variety of technologies (Verizon Contact Center, Service Now, Self Service Portal, etc.).
  • Identifies and researches service level risks for problem resolution and management notification.
  • Continuously seeks and implements process improvements and system enhancements that will increase productivity and customer experience.
  • Ensures all relevant procedural/ legislative requirements are fulfilled while delivering a quality and cost – effective service to customers.
  • Creates, analyzes, and modifies forecasts reports; oversees employee schedules to ensure optimal service delivery against volume, average handle time, absenteeism and other factors.
  • Monitors, analyzes and reports CSR metrics that drive quality and accuracy.
  • Monitors, analyzes and reports CSR metrics that drive quality and accuracy.
  • Utilizes historical trends and recommends strategic and tactical operations to assist with continuous improvement of service delivery, procedures and functions.
  • Performs other duties as assigned.
Position Status Full Time
Hours Per Week
Daily Work Shift
Work Arrangement
FLSA Exempt
Grade 06
Position Salary
Annual Minimum Salary 71087.000
Annual Mid Range Salary 89978.500
Annual Maximum Salary 108870.000
Standard Hours 37.50
Union Description Admin Assembly (MPSC)
Payroll Designation PeopleSoft
Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview .
Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.
Seniority Unit
Terms of Appointment Staff - 12 month
Position Pension Eligibility ABP


Minimum Education and Experience
  • Bachelor’s degree preferably in business, management or related field, or an equivalent combination of education and/or related experience.
  • A minimum of five years of customer service management experience, preferably in a call center environment.
  • Use of personal vehicle in order to travel for business demands; a valid driver’s license would be required for this position.

Required Knowledge, Skills, and Abilities
Preferred Qualifications
  • Service-now CSM experience
  • Demonstrated knowledge of customer service principles and practice with associated metrics
  • Shared Services experience in developing and leading service delivery teams
  • Proven experience in business, operational, and staff planning and management
  • Proficient in developing/maintaining various analytical and reporting tools
  • Ability in analyzing data and presenting actionable findings in various formats
  • Excellent interpersonal, organization, problem solving and communication skills
  • Ability to drive change and influence individuals at all levels of the organization while taking appropriate risks
  • Proficient in Microsoft Office (Teams, SharePoint, Excel, etc.)
  • Strong working knowledge of service level achievement/agreements and KPI management
  • Identification of KPIs in a shared service environment
Equipment Utilized
Physical Demands and Work Environment
Special Conditions
  • Must be able to pass a criminal background check and have a valid driver’s license
  • Clean Driving Record

Posting Details

Posting Number 23ST0176
Posting Open Date 01/23/2023
Special Instructions to Applicants
Regional Campus Rutgers University-New Brunswick
Home Location Campus Off Campus
City Piscataway
State NJ
Location Details
33 Knightsbridge Rd.

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization Requirements

Under Policy 60.1.35 Immunization Policy for Rutgers Employees and Prospective Employees , Rutgers University requires all prospective employees to provide proof that they are fully vaccinated and have received a booster (where eligible) against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption. Employees who are not eligible for a booster at the time of an offer of employment must provide proof they have received a booster upon eligibility and upload proof of same. Under Policy 100.3.1 Immunization Policy for Covered Individuals , if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate’s offer of employment or disciplinary action up to and including termination.

Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement

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