Director, Operations

We’re JLL. We’re a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.

We’re a Fortune 500 company. We work across 80 countries, in 280 different offices, with a team of over 60,000 individuals. And we look after a property portfolio of over 4bn square feet, all on behalf of our clients.

RESPONSIBILITIES

Position will be responsible for a full scope of services, including, but not limited to:

• 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
• 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
• Data Management: Manage and lead data management team ,including domestic, international, dedicated and multi-client teams
• Property Service Center: Manage and lead multi-client and dedicated teams within PSC helpdesk.
• Center of Excellence: Matrix reporting structure of all U.S./Canada Service Center leaders, with a focus on aligning best practices, processes, maximizing global effectiveness, optimizations, financial improvement, etc
• Manage recruiting and hiring process
• Manage technology based projects
• 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
• 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
• Service Center Strategy: Development and implementation of new services offered within PSC
• 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.
• 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
• 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
• Ensure high quality work output and plan, organize, and coordinate work efficiently, while meeting assigned deadlines
• Manage technology based projects
• 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

ESSENTIAL EDUCATION, SKILLS, & EXPERIENCE

• Bachelor’s degree (MBA preferred)
• 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

BENEFICIAL SKILLS & EXPERIENCE

• 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
• “Clarify” work order system and analytics experience
• Travel required: around 25%