Facilities Call Center Manager
Facilities Call Center Manager
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Job Description
JLL empowers you to shape a brighter way.
Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services advisory and technology for our clients. We are committed to hiring the best most talented people and empowering them to thrive grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.
Global Facilities Call Center Manager - Lead a mission-critical 24/7 global operations center that ensures zero downtime for 60 international facilities across our clients premier portfolio. This high-impact leadership role combines the fast-paced always-on environment of call center operations with deep facilities management expertise. Youll command a multi-region team of specialists who monitor respond to and resolve critical building system issues in real-time ensuring business continuity across corporate environments and mission-critical facilities.
Location: Malvern PA Charlotte NC or Scottsdale AZ
Schedule: Monday-Friday day shift with 24/7 on-call flexibility as needed
Compensation: $140000-$% target bonus
This role demands the operational excellence and urgency of call center management combined with technical expertise in HVAC systems Building Automation Systems (BAS) and facilities operations. Youll thrive in high-pressure situations where every second counts and downtime is not an option.
Heres Some of Your Day:
Command Center Operations
- Manage two team leads responsible for the day-to-day oversight of Global Support Center (GSC) specialists
- Oversee 24/7 staffing and operations ensuring continuous monitoring of critical building systems
- Lead real-time response to critical system alarms requiring immediate decision-making and escalation
- Direct specialists who leverage GSC tools and resources for proactive and predictive asset management
- Position the operation as the primary liaison to client stakeholders for facilities-related activities and incident escalation
- Coordinate with client and peer service provider management to establish operational policies and procedures
Program Development & Strategic Leadership
- Lead the development of the command center program from concept to full implementation
- Establish performance criteria and operational standards in collaboration with client management
- Develop comprehensive reporting and metrics evaluating critical systems critical loads and HVAC performance
- Assess operational gaps and drive process improvements focusing on root cause analysis and optimization opportunities
- Create analytical frameworks to enhance predictive capabilities across the account team
Team Leadership & Training Excellence
- Develop maintain and execute robust training programs for command center tooling and incident management
- Implement comprehensive Building Automation System operation training for all team members
- Conduct ad hoc training exercises to test team readiness and event response capabilities
- Provide coaching and support to agents handling challenging customer service issues
- Develop analytical competencies across all account team members
- Update training materials for new policies procedures and system implementations
Quality Control & Performance Management
- Monitor team performance using customer service metrics and performance evaluation tools
- Determine call center operational strategies by evaluating team results against established objectives
- Maintain and improve operations by monitoring system performance and resolving operational problems
- Implement process improvements based on performance data and customer feedback
- Ensure customer service focus is maintained across all team interactions
- Coordinate reporting requirements with internal and external customers to meet business objectives
Safety & Compliance
- Record system readings and make necessary adjustments to ensure proper equipment operation
- Ensure compliance with departmental policies for safe storage usage and disposal of hazardous materials
- Maintain clean and safe workplace standards across all command center operations
- Oversee safety protocols during emergency response situations
Heres Who We Are Looking For:
Required:
- 5 years managing call centers or 24/7 operations centers with no-downtime requirements and direct team leadership responsibilities
- Proven experience in high-stress time-sensitive operational environments with rapid response protocols
- Strong technical knowledge of HVAC systems controls and troubleshooting
- Hands-on experience with Building Automation Systems (BAS) and building management software
- Experience developing operational strategies and performance metrics for call center environments
- Track record of managing teams through critical incidents and emergencies
- Demonstrated ability to assess gaps implement process improvements and drive root cause analysis
- Experience developing and executing comprehensive training programs
- Proficiency with Microsoft Office and various building management platforms
- Strong customer service orientation with the ability to manage challenging escalations
Preferred:
- Bachelors degree in Engineering Business Technology or related field from an accredited institution
- Experience managing global or multi-site operations centers
- Background in mission-critical environments (data centers hospitals manufacturing etc.)
- Certification in HVAC systems energy management or facilities operations
Location:
On-site Charlotte NC Malvern PA Scottsdale AZIf this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness so we offer a supportive culture and comprehensive benefits package that prioritizes mental physical and emotional health. Some of these benefits may include:
401(k) plan with matching company contributions
Comprehensive Medical Dental & Vision Care
Paid parental leave at 100% of salary
Paid Time Off and Company Holidays
JLL Privacy Notice
Jones Lang LaSalle (JLL) together with its subsidiaries and affiliates is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLLs recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
For candidates in the United States please see a fully copy of our Equal Employment Opportunity policy here.
Jones Lang LaSalle (JLL) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process including the online application and/or overall selection process you may email us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
Pursuant to the Arizona Civil Rights Act criminal convictions are not an absolute bar to employment.
Pursuant to Illinois Law applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
Pursuant to Columbia SC ordinance this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
Accepting applications on an ongoing basis until candidate identified.
Required Experience:
Manager
Employment Type
Full-Time
