Team Lead - Facilities Helpdesk

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Our people at JLL 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.

Role Overview

We are seeking a proactive and experienced Team Lead to manage our specialized Property Management Call Centre team in Dalian. This role is critical in ensuring high-quality service delivery for facility management inquiries. The Team Lead will oversee a team of 12 agents responsible for answering FM-related calls, accurately logging work orders in the system, and coordinating with onsite Facility Management (FM) teams for urgent issues. The ideal candidate will have strong operational leadership skills, a deep understanding of property management workflows, and the ability to drive performance metrics while maintaining excellent customer satisfaction.

Key Responsibilities

1. Team Leadership & People Management

Lead, coach, and mentor a team of 12 call centre agents, fostering a positive and high-performance culture.

Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to support individual development.

Manage workforce scheduling, attendance, and leave planning to ensure adequate coverage during peak hours.

Identify training needs and coordinate with HR or training departments to upskill team members on FM knowledge, system usage, and soft skills.

2. Operational Excellence & Process Management

Oversee the daily operations of the call centre, ensuring all inbound calls regarding facility management are answered promptly and professionally.

Ensure accurate and timely creation of work orders in the internal system, adhering to data quality standards.

Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), Work Order Accuracy, and Customer Satisfaction .

Develop and refine Standard Operating Procedures (SOPs) for call handling, work order classification, and escalation protocols.

3. Incident Management & Escalation

Serve as the primary point of contact for complex or escalated calls that require higher-level intervention.

Establish and maintain strong communication channels with onsite FM teams to ensure seamless handover of urgent maintenance issues.

Coordinate immediate responses for critical facility incidents (e.g., power outages, water leaks, safety hazards) by liaising directly with onsite engineers and management.

Track and report on urgent issue resolution times to ensure SLA compliance.

4. Reporting & Continuous Improvement

Generate weekly and monthly reports on team performance, call volumes, common facility issues, and work order trends.

Analyze data to identify recurring facility problems and propose preventive measures to the FM management team.

Collaborate with IT and system administrators to troubleshoot technical issues related to the work order system.

Drive continuous improvement initiatives to enhance efficiency and customer experience.

Qualifications & Requirements

Education: Bachelor’s degree in Business Administration, Facility Management, Hospitality, or a related field.

Experience:Minimum 5 years of experience in customer service or call centre operations, with at least 2 years in a team lead or supervisory role.Prior experience in Property Management, Facility Management, or Real Estate services is highly preferred.Experience managing a team of 10+ members is required.

Skills:Strong understanding of FM workflows, including preventive maintenance, corrective maintenance, and helpdesk operations.Proficiency in using Purecloud/Corrigo is an advantage.Excellent verbal and written communication skills in Mandarin Chinese; English proficiency is a plus for reporting purposes.Strong problem-solving abilities and decision-making skills under pressure.Proficient in Microsoft Office Suite (Excel, PowerPoint, Word).

Attributes:Customer-centric mindset with a passion for service excellence.Ability to remain calm and effective in high-pressure situations.Strong organizational and time-management skills.

位置
现场员工 –Dalian, LN
如果您对此职位有兴趣，欢迎您申请该职位，我们期待有机会能和您进行进一步的沟通！

关于JLL

200多年来，作为全球领先的商业地产服务和投资管理公司，仲量联行（纽交所交易代码：JLL）始终致力于协助客户投资、建造、租赁和管理各类办公、工业、酒店、住宅和零售等物业。作为《财富》500强企业，公司2023财年收入达 208亿美元，业务遍及全球80多个国家，员工总数超过 106,000人。我们秉承“塑造房地产的未来，让世界更美好”的企业宗旨，整合全球平台资源并深耕本地市场，携手客户、员工和社群“向光而为”。JLL是仲量联行的品牌名称以及注册商标。更多信息请浏览 jll.com

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