Team Lead - Facilities Helpdesk
- Compensation
- Not disclosed
- Location
- Dalian, LN
- Work setup
- Not specified
- Seniority
- Lead
- Employment
- Not specified
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Must have
- 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 Manag
- Skills:Strong understanding of FM workflows, including preventive maintenance, corrective maintenance, and helpdesk operations.Proficiency in using Purecloud/Corrigo is an advantage.Excellent verbal a
- 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.
Full description
JLL empowers you to shape a brighter way.
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.