Service Center Manager

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

The Service Center Manager is responsible for staff in a Service Center, who they hire, train, monitor, and motivate. Their job is to make sure that the teams they oversee meet their client's goals and provide superior customer support by ensuring that technology is utilized to a maximum and that staff are well-organized and productive.

Responsibilities

• Develop objectives for the Service Center's day-to-day activities.
• Create and maintain a staffing schedule for a 24/7 operation.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Analyze Service Center statistics.
• Hire, coach, and provide training to personnel to maintain high customer service standards.
• Monitor and improve call handling and other procedures.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management.

Account Management

• Act as a role model and be an escalation point for CSR team members, as needed.
• Aid in supporting and growing the team.
• Deliver a high level of support to the client and management.
• Assist the team in managing to desired client KPIs (SLA 95% / < 5% ACR.)

Personnel Administration

• Plan, organize and coordinate work efficiently, meet assigned deadlines.
• Work to achieve departmental policies, standards and goals.
• Communicating solutions, successes, and opportunities to Upper Management
• Adhere to all HR policies and procedures.

Qualifications:

• Proven experience as Service Center manager or similar position
• Experience in customer service is required.
• Available to be on call in the middle of the night and on holidays.
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Bachelor's degree in a relevant discipline will be appreciated.

Location:

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

JLL Privacy Notice

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For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Accepting applications on an ongoing basis until candidate identified.