Monitor and supervise daily call center operations, receiving and coordinating maintenance repair calls including scheduling, follow-up, quote preparation, and post-service activities
Review and prioritize open work orders based on age, status, and urgency; ensure 95% of all assigned work orders are actioned promptly
Communicate with clients daily via phone, email, and various system platforms to maintain superior relationships and ensure timely, satisfactory completion of work orders and special projects
Train, mentor, and evaluate support center representatives, monitoring calls to improve quality, minimize errors, and guide team members through challenging situations
Effectively plan and allocate resources (people, supplies, technology) to maximize productivity while preparing and managing schedules and shifts
Collaborate with Operations Managers, Account Managers, Category Managers, Service Providers, and Facilities teams to resolve problems and manage complex client projects from initiation to successful completion
Develop and implement strategies to increase customer satisfaction, call center productivity, and overall staff performance through assessment of metrics and cost analysis

Proven experience in facilities management, call center operations, or customer service leadership roles
Strong organizational skills with demonstrated ability to prioritize and manage multiple tasks simultaneously in high-pressure environments
Excellent communication and interpersonal skills with proven track record of developing and maintaining client relationships
Experience with work order management systems and facilities management software
Demonstrated leadership capabilities including team training, mentoring, and performance evaluation

Assistant Facility Manager / Product Support Specialist

Key skills