Facilities Operations Manager

From commercial office space and manufacturing to multi-site retail portfolios we manage and support over 1 billion square feet of facilities space for the nations leading organizations. We provide comprehensive facility services ranging from mechanical maintenance and self-performed site-based operations to energy-efficiency upgrades and supplier-managed interior/exterior maintenance.

EMCOR Facilities Services seeks an Operations Managerat the EMCOR Customer Solutions Center inTempe Arizona.

The Operations Manager is a key contributor to the sound execution of our Facilities Management Work Order Management process and works with the supervisory team to ensure exceptional service delivery to our clients. The Operations Manager is responsible for managing the day-to-day activities and performance of a supervisory team dedicated to ensuring service delivery meets customer expectations. Position serves as an operational escalation point between the client(s) and ECSC operations. The Operations Manager assists in continuous improvement efforts and drives process improvements and adoption of best practices throughout the Customer Service department. This position will be responsible for managing the day-to-day activities and performance of a team of include coaching and leading team members training and continuous development of associates identifying and implementing process improvements managing to the identified metrics and developing Key Performance Indicators (KPI) and scorecards.

• Drives operational service performance of team(s) (efficiencies Key Performance Indicators consistency of SOP/Process adherence etc.)
• Continuously monitors reviews and recommends improvements to Work Order (WO) delivery processes and systems through best business practices
• Manages multiple Client accounts. Assists in requests for proposals (RFPs) prep and client quarterly business reviews (QBRs)
• Monitors health and performance of accounts and associates via appropriate means (KPIs metrics calls processes etc.)
• Reviews contracted services and frequencies with Account Management to find opportunity for additional services
• Coaches mentors and develops team members via side-by-sides and one-on-ones. Monitors team performance; Coordinates and supervises the selection assignment training and retention of talent across area of responsibility.
• Provides assistance to final stop service center escalations within team may reach out to internal partners
• Structures prepares and analyzes monthly reports to ensure strategic alignment and optimal delivery of service
• Provides leadership and motivation for all employees by communicating core beliefs and values to create a positive work environment
• Establishes goals and performance criteria and measurement processes to proactively manage employees. Coordinates implementation of annual performance objectives. Assists in developing a reporting format (i.e. spreadsheet) to track completion of these objectives
• Conducts regular review of operations related to cost and procedures and analyzes performance for improvement opportunities

• Bachelors degree from an accredited college or university or equivalent management (5-7 years) experience required. Business degree is preferred
• Must have previous direct management experience of 5 - 10 people within the past 5 years (call center/operations management experience preferred)
• Multi-Site Facilities Management experience
• Ability to read analyze and interpret general business periodicals professional journals technical procedures or governmental regulations. Ability to write reports business correspondence and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers clients customers and the general public
• Advanced/Expert level proficiency in Excel
• Must have flexibility and adaptability in work schedule in order to serve a broad base of clients in multiple time zones with location operations seven days a week
• Must be able to work nights weekends and holidays

• We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success

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