Service Center Supervisor

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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.

Job Title

Service Center Supervisor

Department

We are seeking a supervisor to join our Service Center team in Warren, MI.

Job Description

The Service Center Supervisor will play a pivotal role in orchestrating exceptional customer service for facility maintenance to JLL clients. They serve as an authoritative knowledge resource for both CSR's and Team Leads, providing expert guidance. The supervisor will spearhead training initiatives, oversee special projects, and maintain rigorous quality assurance standards. They are responsible for enforcing adherence to all JLL policies, including attendance, performance standards, and IT usage guidelines across their team.

The position involves strategic management of client relationships, overseeing the processing of online work orders, and optimizing coordination with service providers. The supervisor will collaborate closely with the Service Center Manager and other department heads on high-level projects, data analysis, and comprehensive reporting. They are crucial in driving operational excellence, implementing process improvements, and upholding the highest service standards. Supervisor will also play a key role in team development, performance management, and fostering a positive work culture that aligns with JLL's core values and objectives.

Essential Duties and Responsibilities

• Supervisors oversee the work order hand-off process, ensuring its efficiency and effectiveness. They serve as the ultimate resource for both agents and Team Leads on complex work-related queries, leveraging their extensive knowledge and advanced problem-solving skills. Supervisors are responsible for providing guidance to Team Leads during challenging situations.
• Supervisors design and implement comprehensive training programs for all levels of staff, including new hires, existing employees, and Team Leads. They develop strategic, account-specific performance enhancement initiatives and oversee their implementation to drive continuous improvement across the team.
• Supervisors collaborate with the Conference Room Specialist to optimize conference room operations. They assist the Conference Specialist with conference room related tasks.
• Supervisors are responsible for analyzing and acting upon daily reports, including undispatched subcases, cases without subcases, and queue status. They develop and deliver weekly statistics reports to our client and management. Supervisors also establish and maintain quality assurance protocols, overseeing the monitoring of shared inboxes and auditing of Corrigo requests and calls.
• Supervisors initiate, plan, and manage special projects crucial to the service center's growth and efficiency, such as implementing new CSR training programs or process improvements.
• Supervisors strategically manage queue volumes, particularly for Emergency and Rush callouts. They make critical staffing decisions during high-volume periods and develop strategies to optimize call handling efficiency across the team.
• This role requires a high level of leadership, strategic thinking, and operational expertise. Supervisors are responsible for aligning team performance with organizational goals, managing team dynamics, and driving innovation in service center operations. They serve as a bridge between front-line operations and management, translating strategic objectives into actionable plans for their team.

Location:

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

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Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Accepting applications on an ongoing basis until candidate identified.