Job Title: Lead of Facilities Management Center
Position Summary:
The Lead of Facilities Management Center is responsible for supervising and coordinating a team of facilities operators who handle customer service requests, issue resolution, and service delivery coordination. This leadership role focuses on ensuring effective customer support operations, maintaining service quality standards, and driving continuous improvement in facilities-related customer service delivery.
Key Responsibilities:
Team Leadership and Supervision: Lead and manage a team of facilities operators responsible for customer service and issue resolution activities. Provide day-to-day supervision, performance coaching, and professional development guidance to ensure team members deliver exceptional customer service. Conduct regular performance evaluations and implement improvement plans when necessary.
Service Quality Management: Monitor and evaluate the quality of issue resolution and customer support provided by facilities operators. Review customer feedback, response times, and resolution effectiveness to identify areas for improvement. Establish and maintain service level agreements (SLAs) and ensure team compliance with response and resolution timeframes.
Escalation Management: Serve as the primary escalation point for complex customer issues that cannot be resolved at the operator level. Coordinate with appropriate departments, vendors, and stakeholders to ensure timely resolution of escalated matters. Make decisions on resource allocation and priority setting for urgent or complex service requests.
Process Oversight and Documentation: Oversee the logging and tracking systems used by operators to record service requests, customer issues, and resolution progress. Ensure accurate and timely documentation of all customer interactions and service activities. Monitor data integrity and reporting accuracy to support operational decision-making and performance measurement.
Performance Monitoring and Analytics: Track and analyze key performance indicators including response times, resolution rates, customer satisfaction scores, and follow-up completion rates. Prepare regular performance reports for senior management and identify trends or recurring issues that require systematic solutions. Use data insights to drive process improvements and resource optimization.
Training and Development Coordination: Design and implement training programs for facilities operators covering customer service skills, technical knowledge, and company policies. Coordinate participation in external training programs to keep the team updated on industry best practices and new service delivery methods. Foster knowledge sharing sessions and cross-training initiatives to enhance overall team capability.
Cross-Departmental Collaboration: Facilitate collaboration between the facilities operations team and other departments including property management, engineering, security, and vendor partners. Ensure seamless communication and coordination to address customer concerns that require multi-departmental involvement. Build and maintain strong working relationships with internal stakeholders and external service providers.
Customer Follow-Up and Satisfaction: Oversee the follow-up process to ensure all customer issues are satisfactorily resolved and closed. Implement systematic follow-up procedures and monitor completion rates. Address customer satisfaction concerns and implement corrective actions to improve service delivery outcomes.
Required Qualifications:
- Education: Bachelor's degree in Business Administration, Facilities Management, Customer Service Management, or related field. Professional certifications in customer service management or facilities operations preferred.
- Leadership Experience: Minimum 5-7 years of progressive experience in customer service or facilities operations, with at least 3-5 years in a supervisory or team leadership role. Demonstrated success in leading customer service teams and managing service delivery operations in a facilities or property management environment.
- Customer Service Expertise: Strong background in customer service management with proven ability to handle complex issue resolution and escalation management. Experience with service request management systems and customer relationship management (CRM) platforms. Knowledge of service level agreements and performance measurement methodologies.
- Technical Skills: Proficiency with facilities management software, ticketing systems, and customer service platforms. Strong analytical skills with ability to interpret performance data and generate actionable insights. Experience with reporting tools and database management systems.
- Communication and Interpersonal Skills: Excellent verbal and written communication skills with ability to interact effectively with customers, team members, and senior management. Strong conflict resolution and problem-solving abilities. Demonstrated capability to provide constructive feedback and coaching to team members.
- Organizational and Management Skills: Proven ability to manage multiple priorities and coordinate complex service delivery activities. Strong project management skills with experience implementing process improvements and system enhancements. Ability to work under pressure and manage emergency response situations.
- Additional Requirements: Flexibility to work various shifts including weekends and holidays as operational needs require. Availability for emergency response and escalation management outside normal business hours. Strong attention to detail and commitment to accuracy in documentation and reporting.
Preferred Qualifications:
- Experience in commercial real estate or property management industry. Knowledge of building systems and facilities operations. Previous experience with integrated workplace management systems (IWMS). Certification in customer service management or facilities management professional programs.
Working Conditions:
- This position is primarily office-based with occasional site visits to facilities as needed. The role requires availability for emergency response and may involve extended hours during critical incidents. Regular interaction with customers, team members, and various stakeholders through multiple communication channels including phone, email, and in-person meetings.
