Immediate Opening for a Support Center Manager in Malvern!
The Global Support Center Manager is responsible for the overall operations of the Main and Regional Global Support Center in achieving the goal of excellent customer service and appropriate facilities coordination for all Workplace Service in their domestic and international corporate real estate portfolio.
Essential Duties and Responsibilities include but are not limited to the following:
Hire, train and manage staffing to support 24 hour operations of the Global Support Center
Monitor productivity of customer service representatives and identify/implement improvements as required
Maintain adequate inbound phone call queue management
Identify and strive to exceed clients expectations and performance targets
Promote a high level of customer service through managing staff demeanors, technical accuracy and conformity to company policies
Provide guidance to staff on all new information related to products, procedures, customer needs and company related changes or actions
Maintain the continuous flow of information between service providers to the client to affectively coordinate facilities incidents in all regions
Extract and report information as required for data analysis and metric trending
Maintain an stable, amicable work environment for all staff members
Prepare and implement operating procedures
Provide presentations and training in a professional matter to the client and other parties concerning the Global Support Center
Provide system matter expertise in Global Support Center technical applications and service coordination processes
Be a valued member of the Senior Management team and support the Accountant Executive in the implementation and sustaining of all account initiatives
Supervisory Responsibilities
The Global Support Center Manager directly supervises entire Global Support Center staffing. He/She carries out supervisory responsibilities in accordance with the organization"s policies and applicable laws. Staffing responsibilities include interviewing, hiring and training employees; plans, assigns and delegates work assignments; perform performance reviews; rewards and disciplines employees as their performance merits.
Job Requirements
Bachelors Degree
Communication Skills
Ability to read and interpret document blueprints, technical manuals, operating procedures. Ability to speak professionally before groups of customers or employees of the organization effectively
Computer Skills
Proficiency with the Microsoft Office Suite, the ability to create and manipulate data in the form of spreadsheets, databases, graphical and narrative reporting for client and organizational usage
Interpersonal Skills
Experience effectively communicates information in a one-on-one setting or team environment to coordinate operations and mitigate customer complaints to achieve amicable outcomes
Bonus Qualifications
Technical Experience
Knowledge of Building Automation Systems integrations and end user operation
Knowledge of Fire Alarm Systems operations
Experience administrating CMMS systems
Trade skill knowledge in total building operations to include but not limited to HVAC, Electrical, Plumbing systems and overall facilities operation in a corporate/industrial environment
Ability to read and interpret document blueprints, technical manuals, operating procedures
