Service Center Manager

JLL; Pittsburgh (Allegheny County); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Service Center Manager to lead a dynamic team in Pittsburgh. This role is crucial for ensuring exceptional customer support and operational efficiency within a 24/7 service environment. As a leader, you will develop objectives, manage staffing, and analyze performance metrics to enhance service delivery. The ideal candidate will bring proven experience in customer service management, strong leadership skills, and a passion for fostering a supportive team culture. Join a company that values your well-being and offers a comprehensive benefits package to support your growth and health.

Benefits

401(k) plan with matching contributions

Comprehensive Medical, Dental & Vision Care

Paid parental leave at 100% of salary

Paid Time Off and Company Holidays

Qualifications

• Proven experience as Service Center Manager or similar position.
• Outstanding communication and interpersonal skills are essential.

Responsibilities

• Develop objectives for the Service Center’s day-to-day activities.
• Hire, coach, and provide training to personnel to maintain high customer service standards.

Skills

Customer Service

Leadership Skills

Communication Skills

Problem-Solving

Organizational Skills

Education

Bachelor’s degree in a relevant discipline

Tools

MS Office

Call Center Equipment/Software

Job description

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.

The Service Center Manager is responsible for staff in a Service Center, who they hire, train, monitor, and motivate. Their job is to make sure that the teams they oversee meet their client’s goals and provide superior customer support by ensuring that technology is utilized to a maximum and that staff are well-organized and productive.

Responsibilities

• Develop objectives for the Service Center’s day-to-day activities.
• Create and maintain a staffing schedule for a 24/7 operation.
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Analyze Service Center statistics.
• Hire, coach, and provide training to personnel to maintain high customer service standards.
• Monitor and improve call handling and other procedures.
• Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
• Prepare reports for different departments or upper management.

Account Management

• Act as a role model and be an escalation point for CSR team members, as needed.
• Aid in supporting and growing the team.
• Deliver a high level of support to the client and management.
• Assist the team in managing to desired client KPIs (SLA 95% / < 5% ACR).

Personnel Administration

• Plan, organize, and coordinate work efficiently, meeting assigned deadlines.
• Work to achieve departmental policies, standards, and goals.
• Communicate solutions, successes, and opportunities to Upper Management.
• Adhere to all HR policies and procedures.

Qualifications:

• Proven experience as Service Center Manager or similar position.
• Experience in customer service is required.
• Available to be on call in the middle of the night and on holidays.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.).
• Proficient in MS Office and call center equipment/software programs.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with a problem-solving ability.
• Positive and patient.
• Bachelor’s degree in a relevant discipline will be appreciated.

Location:

On-site – Pittsburgh, PA

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

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical, and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions.
• Comprehensive Medical, Dental & Vision Care.
• Paid parental leave at 100% of salary.
• Paid Time Off and Company Holidays.