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 you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Job Summary

As the person in charge, you’ll assemble and lead a team, and establish effective organisational structure and working procedures for the group. This role demands efficient team management skills, which you’ll exhibit by identifying the team’s objectives and allotting resources, to achieve optimal results and meet the company’s target profits. Likewise, you’ll be in charge of managing and monitoring the different stages of the processes. Furthermore, your proven track record in team management will come in handy, as you’ll be in charge of facilitating negotiations, analyses and meetings with authorities.

Essential Job Functions:

Act as the single focal point of contact and support to team members on all operational issues

Ensure continued development and maintenance of Standard Operating Procedures (SOP)

Facilitate weekly team meetings. 

Publish and administer the team roster

Undertake monthly quality control through the analysis and scoring of a random sample of team work orders and provide monthly summary report to stakeholders

Perform at least monthly feedback and coaching sessions with each of your team members to discuss quality and quantity of work

Identify training gaps in your team and provide the relevant training or source appropriate training resource or course

Manage new joiner training and on-boarding

Manage direct reports to ensure that service delivery standard and agreed workflow process is maintained

Conduct regular meetings with probationary staff and formally asses and document any issues prior to the 3 month formal review

Conduct annual performance reviews for each of your direct reports

Manage policies on attendance. Take the appropriate timely counselling as required.  Document and copy manager on all counselling sessions you manage

Undertake 360 degree feedback at least once per annum

Suggest and present to the Management Team ways that the team can improve quality of service, customer experience and technologies being used by the team

Ensure any client complaints are formally documented and manage the end-to-end resolution

Handle and report all critical incidents to the operational manager and stakeholders

Recognize and reward individual performance, encourage a culture of excellence within your team

Assist and support other Team Leaders in their role, solicit a team culture between your peers

Knowledge Management: Author, edit and maintain clear, concise and accurate knowledge content using correct grammar in accordance with our established style guidelines.

Knowledge Management: manage the on-boarding of new application/support/service.

Knowledge Management: Review new Knowledge Articles for grammar, spelling, clarity, usability and readability. Ensures all Knowledge Articles adhere to established style guide and templates.

Knowledge Management: Translate business requirements and process flows into clear and concise knowledge content.

Ideally 75% Ops Leadership Role + 25% Knowledge Analyst Role (subject to change depending on the needs of the team)

Position Requirements:

Excellent communication skills (written and verbal)

With at least two years management experience in off-shore customer service; Experience in supporting US-based services is an advantage

Previous IT Call Center Experience

Demonstrated ability to collaborate across functional teams

Proficiency with Microsoft Office and SharePoint

Strong customer service orientation

Working knowledge of the Windows Operating System

Superior problem solving and troubleshooting skills

Show strong administration skills in the area of organization, time management and supervision of multiple tasks and staff members

Good reporting and presentation skills

Familiarity and Experience in Knowledge Management a plus

Bachelor’s Degree

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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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 HRSCLeaves@jll.com. 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.