ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
Team Leadership & Operations
Supervise facilitate training and coach Customer Service Representatives (CSRs) to ensure exceptional customer service and operational consistency.
Oversee daily shift performance ensuring accurate call handling documentation and adherence to internal processes.
Create and maintain schedules and shift assignments to ensure adequate 24/7/365 coverage.
Monitor attendance and timekeeping for assigned staff review and validate payroll and ensure timely submission of hours for approval.
Initiate and document corrective actions related to performance or policy violations in coordination with the Manager for review and approval.
Conduct one-on-one meetings performance discussions and feedback sessions to foster employee growth and accountability.
Maintain team morale promote engagement and support a positive and professional work environment.

Service Delivery & Client Support
Oversee the service delivery of all work requests from inception to completion for assigned national client(s).
Oversite of facilities work order requests entered through the work order management system to ensure due dates and SLAs are met.
Serve as the primary liaison between clients technicians and subcontractors facilitating clear communication and issue resolution.
Build and maintain positive working relationships with clients subcontractors and internal partners to support service continuity.
Maybe asked to assist in the procurement and oversight of subcontractors ensuring quality performance and compliance with client contracts.
Act as the key contact for questions or escalations related to client or subcontractor service issues.

Escalate any potential risks to SLA or client satisfaction to management promptly.

Reporting & Process Improvement
Prepare and distribute daily weekly and monthly reports related to SLA compliance response time and team productivity.
Track and analyze service trends to identify recurring issues and recommend corrective or preventive actions.
Collaborate with management to develop document and implement process improvements that enhance workflow efficiency and service quality.
Maintain accuracy and data integrity within CMMS and reporting tools.
Support audits and data requests by ensuring all records and documentation are accurate and up to date.
Partner with management to implement performance metrics dashboards and team scorecards.

REQUIREMENTS (Knowledge Skills Abilities and Education and/or Experience):
High school diploma or equivalent required; Associate degree or additional coursework in business management or facilities preferred.
35 years of experience in facilities management maintenance coordination or Contact Center operations with at least one year of leadership or supervisory experience.
Strong customer service skills within a contract service or facilities management environment.
Proficient computer skills including CMMS systems (Corrigo Maximo 360Facility or similar) and Microsoft Office (Excel Outlook Word PowerPoint).
Strong analytical and reporting skills with experience preparing operational metrics and performance summaries.
Excellent written and verbal communication with the ability to lead teams and interact effectively with clients and subcontractors.
Highly organized and detail-oriented with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Sound judgment and problem-solving skills particularly in high-pressure or escalation situations.
Self-motivated and adaptable capable of balancing leadership responsibilities with operational execution.
Flexible availability to work rotating or changing schedules including evenings weekends holidays and overtime as required by business needs.
Must be available for on-call coverage in support of 24/7/365 operations or emergency response situations.
Ability to adapt to schedule adjustments or shift changes based on operational demand or client requirements.
Commitment to continuous learning and development maintaining proficiency in evolving technologies systems and Facilities Hub processes.

WORKING CONDITIONS and/or PHYSICAL REQUIREMENTS:
The employee is regularly required to sit for extended periods enter information into a computer via keyboard communicate effectively by phone and email and view information on a computer monitor for prolonged periods. The work environment is consistent with a typical office or Contact Center environment.
The employee must occasionally lift and/or move materials or equipment weighing up to 20 pounds.

C&W Services is an Equal Opportunity employer to all protected groups including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA) if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield please call the ADA line at 1- or email. Please refer to the job title and job location when you contact us.