Director, Operations

JLL - Dallas, TX

Position Summary:

Job Summary

Service Center Director is responsible for budget performance and meeting financial targets, leading and managing the Service Center, Data Management and Transitions teams within PSC, providing superior employee management, interacting with Corporate IT and Technology Relationship Manager(s) to turn client business requirements into technology decisions, maintaining operational excellence with strategic capabilities and encouraging permanent communication with external and internal customers.

Job Responsibilities
 

• Account Management
  • Property Service Center:  Manage and lead multi-client and dedicated teams within PSC helpdesk.
  • Reporting and Analytics:  Create, formalize and manage reporting process for PSC.
    • Responsible for historical reporting, trend reporting and data analysis.
    • Liaison with account teams for reporting and analytics support.
  • Be the primary escalation point for select PSC accounts.
  • Deliver a high level of client support to overall PSC accounts.
  • Ensure all Call Center KPIs, including ASA, Abandon Rate, and Average Handle Time are within client KPI thresholds.
  • Develop and maintain call center policy, processes and procedures.
• People Management
  • Manage recruiting and hiring process.
  • Training:  Responsible for PSC Training strategy. 
    • Manage and lead new employee training, recurring training, new client training, support of dedicated team, remote site training requirements.  OVWO, OVSC, and Call Center “go live” training.
  • Manage the performance of several direct reports and respective team performance.
  • Supervisory activities:
    • Time tracking for staff.
    • Participate in mandatory employee performance management and reviews.
    • Management practices advocated by the firm including IPMP, quality conversations, and career development.
    • Ensure adherence to all HR policies and procedures.
  • LATAM Support: Develop/support of Call Center key personnel. Oversee regional clients’ implementation/operation and corporate projects.
  • Employee Engagement- Increase Employee Engagement and Manager Effectiveness.
  • Drive Diversity and Inclusion.
• Financial Targets
  • Ensure high quality work output and plan, organize, and coordinate work efficiently, while meeting assigned deadlines.
  • Maximize staff.
  • Explore Optimization opportunities within PSC.
  • Focus on JLL projects to bring operational cost down (CSR and others).
  • Understand the Finance operation of the PSC to help on projects and changes that bring savings.
  • Promote OVSC, Auto-Dispatch usage or other tools and best practices, in effort to reduce cost for accounts and for the PSC.
• Growth of the company
  • Manage technology based projects, participate in systems roll out as needed (CSR lite, RED, etc.).
  • New Business – RFP/Pricing:   Provide RRP responses and price quotes in response to sales requests for RFP language and content. 
    • Work closely with Finance and Sales teams to deliver pricing proposals and models for new business pursuits.
    • Develop domestic and global Call Center solutions and strategies to effectively support new business pursuits.
  • Service Center Strategy:  Development and implementation of new services offered within PSC.
  • Client Tours:  Coordinate and support client visits/tours in Pittsburgh. 
    • Including presentation development, formal presentations and tours
    • Develop formal “Client Visit” process for implementation and use
• Transitions
  • Transitions: Manage Transition Team Leads for both Call Center and data management. 
    • Lead and assist new client transitions as needed or assigned.
    • Manage transitions pipeline and resource assignment.
  • Lead LATAM transitions by following JLL Call Center best practices.
• Telephony Management
  • Telecom:  Manage Telecom Specialist, manage /enhance BDRP process with vendor and update documentation as needed. 
    • Lead BDRP testing program.
    • Develop and oversee robust vendor management program (with phone vendor), through working with vendor to strengthen and improve current system architecture.
    • Lead/manage phone system expansions to new user groups.

Knowledge, Skills, & Abilities
 

• Education/training
  • Minimum
    • Bachelor’s degree.
    • Previous people management experience.
    • Minimum of 10 years’ call center experience.
    • Effective use of technology and tools such as SharePoint and Microsoft Office Suite, including proficiency in Excel and PowerPoint.
    • Strong background in performance management and reporting.
    • Strong knowledge of PSC and JLL policies and procedures.
    • Strong knowledge of applications and resources available for account management.
    • Ability to multi-task and manage PSC activities for multiple clients.
    • Strong analytical skills
  • Preferred
    • MBA
• Years of relevant experience
  • Minimum
    • 7
  • Preferred
    • 10
• Skills and Knowledge
  • Minimum
    • Previous people management experience.
    • Effective use of technology and tools such as SharePoint and Microsoft Office Suite, including proficiency in Excel and PowerPoint.
    • Strong background in performance management and reporting.
    • Strong knowledge of PSC and JLL policies and procedures.
    • Strong knowledge of applications and resources available for account management.
    • Ability to multi-task and manage PSC activities for multiple clients.
    • Strong analytical skills.
  • Preferred
    • Solid Finance knowledge
    • FM knowledge
• Other abilities
  • Experience with business continuity planning.
  • Strong project management, presentation and interpersonal skills.
  • Versed in practices of Facility and Data Management.
  • Team player that is organized and efficient; able to deal with challenging situations; as well as flexible, adaptable, resolution driven, a good communicator and a motivator.

Physical work requirements and work conditions
Service Center Director is required to attend calls during and after the regular shift, flexibility to travel may be needed to attend meetings.
 

---

Posted: 30+ days ago

Apply Now