Director, Operations

We’re JLL. We’re a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate. We’re a Fortune 500 company. We work across 80 countries, in 280 different offices, with a team of over 60,000 individuals. And we look after a property portfolio of over 4bn square feet, all on behalf of our clients.

**RESPONSIBILITIES** Position will be responsible for a full scope of services, including, but not limited to: - Telecom: Manage Telecom Specialist, manage /enhance BDRP process with vendor and update documentation as needed. - Lead BDRP testing program - Develop and oversee robust vendor management program (with phone vendor), through working with vendor to strengthen and improve current system architecture - Lead/manage phone system expansions to new user groups - Transitions: Manage Transition Team Leads for both call center and data management. - Lead and assist new client transitions as needed or assigned - Manage transitions pipeline and resource assignment - Data Management: Manage and lead data management team ,including domestic, international, dedicated and multi-client teams - Property Service Center: Manage and lead multi-client and dedicated teams within PSC helpdesk. - Center of Excellence: Matrix reporting structure of all U.S./Canada Service Center leaders, with a focus on aligning best practices, processes, maximizing global effectiveness, optimizations, financial improvement, etc - Manage recruiting and hiring process - Manage technology based projects - New Business – RFP/Pricing: Provide RRP responses and price quotes in response to sales requests for RFP language and content. - Work closely with Finance and Sales teams to deliver pricing proposals and models for new business pursuits - Develop domestic and global call center solutions and strategies to effectively support new business pursuits - Reporting and Analytics: Create, formalize and manage reporting process for PSC. - Responsible for historical reporting, trend reporting and data analysis - Liaison with account teams for reporting and analytics support - Service Center Strategy: Development and implementation of new services offered within PSC - Training: Responsible for PSC Training strategy. - Manage and lead new employee training, recurring training, new client training, support of dedicated team, remote site training requirements. OVWO, OVSC, and Call Center “go live” training. - Client Tours: Coordinate and support client visits/tours in Pittsburgh. - Including presentation development, formal presentations and tours - Develop formal “Client Visit” process for implementation and use - Be the primary escalation point for select PSC accounts - Deliver a high level of client support to overall PSC accounts - Ensure all Call Center KPIs, including ASA, Abandon Rate, and Average Handle Time are within client KPI thresholds - Develop and maintain call center policy, processes and procedures - Ensure high quality work output and plan, organize, and coordinate work efficiently, while meeting assigned deadlines - Manage technology based projects - Manage the performance of several direct reports and respective team performance - Supervisory activities: - Time tracking for staff - Participate in mandatory employee performance management and reviews - Management practices advocated by the firm including IPMP, quality conversations, and career development. - Ensure adherence to all HR policies and procedures

**ESSENTIAL EDUCATION, SKILLS, & EXPERIENCE** - Bachelor’s degree (MBA preferred) - Previous people management experience - Minimum of 10 years’ call center experience - Effective use of technology and tools such as SharePoint and Microsoft Office Suite, including proficiency in Excel and PowerPoint - Strong background in performance management and reporting - Strong knowledge of PSC and JLL policies and procedures - Strong knowledge of applications and resources available for account management - Ability to multi-task and manage PSC activities for multiple clients - Strong analytical skills **BENEFICIAL SKILLS & EXPERIENCE** - Experience with business continuity planning - Strong project management, presentation and interpersonal skills - Versed in practices of Facility and Data Management - Team player that is organized and efficient; able to deal with challenging situations; as well as flexible, adaptable, resolution driven, a good communicator and a motivator - “Clarify” work order system and analytics experience - Travel required: around 25%