Working as a Service Center Leader you are responsible for leading our business services operations center. You will manage and lead a team and be responsible for managing client relations.
Key Responsibilities: • Plans and directs the operation of the service center in support of core business performance. • Participates in strategic planning meetings to further develop vision and operational objectives. • Develops, recommends, and implements policies and procedures to optimize division and company profitability from existing accounts. • Supports the development and implementation of service programs that meet client and regulatory requirements. • Supports the acquisition of potential profitable new business and expands existing business across the organization. • Participates in the sales process for the acquisition of new business. • Develops and maintains annual budget for Service Center, both internally and with clients. • Monitors financial reports to ensure budgetary compliance with departmental, client and corporate goals. • Interfaces with existing clients to maintain client satisfaction and retention. • Resolves client and/or employee-related situations with the partnership of legal and human resources. • Completes all daily, weekly, or monthly reports as outlined in the corporate policy and procedures handbook.
Qualifications: • Bachelor's degree or equivalent combination of education and experience • Master's degree preferred. • Minimum of five (5) years' experience in leadership roles in facilities management and/or Service Center/Call Center environment. • Excellent written communication skills and articulate and confident in spoken communication. • Strong interpersonal skills with proven ability to build / maintain good working relationships with other business leaders, external clients, and co-workers. • Mastery of various technologies, including working knowledge of CMMS systems, spreadsheet software (especially Microsoft Excel and Smartsheet) and a strong aptitude to learn/understand new technologies. • Strong organizational, planning, and analytical skills with the ability to prioritize, problem solve and effectively delegate work to others. Flexible, change and results orientated. • Highly motivated with proven ability to manage and lead a team. • Experience managing P&L • Strong track record of driving customer satisfaction • Proven ability in developing and implementing new business models. • Proven ability to work effectively in a high growth fast-paced and P&L-driven environment.