This job is with JLL, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. The Service Center Manager is responsible for staff in a Service Center, who they hire, train, monitor, and motivate. Their job is to make sure that the teams they oversee meet their client's goals and provide superior customer support by ensuring that technology is utilized to a maximum and that staff are well-organized and productive. Responsibilities Develop objectives for the Service Center's day-to-day activities. Create and maintain a staffing schedule for a 24/7 operation. Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) Analyze Service Center statistics. Hire, coach, and provide training to personnel to maintain high customer service standards. Monitor and improve call handling and other procedures. Evaluate performance with key metrics (accuracy, call-waiting time etc.) Prepare reports for different departments or upper management. Account Management Act as a role model and be an escalation point for CSR team members, as needed. Aid in supporting and growing the team. Deliver a high level of support to the client and management. Assist the team in managing to desired client KPIs (SLA 95% / Personnel Administration Plan, organize and coordinate work efficiently, meet assigned deadlines. Work to achieve departmental policies, standards and goals. Communicating solutions, successes, and opportunities to Upper Management Adhere to all HR policies and procedures. Qualifications: Proven experience as Service Center manager or similar position Experience in customer service is required. Available to be on call in the middle of the night and on holidays. Knowledge of performance evaluation and customer service metrics Solid understanding of reporting and budgeting procedures Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) Proficient in MS Office and call center equipment/software programs Outstanding communication and interpersonal skills Excellent organizational and leadership skills with a problem-solving ability Positive and patient Bachelor's degree in a relevant discipline will be appreciated. #LI-DNI myGwork
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