Facilities Call Center Planner/Scheduler

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.   

About this opportunity…

This position is responsible for all Call Center requests, work order creation, planning and scheduling of PMs, reporting, and continuous improvement activities for multiple stakeholders including technicians, managers, and clients. The main responsibility is to dispatch and solution drive issues; answer inquiries received in a timely and professional manner; create work orders and assign them to maintenance technicians; as well as ensure the company goals are achieved and KPIs are met.

Primary Duties:

• Act as a first point of contact for questions, requests, and needs of the client as the Call Center Lead

• Answer all incoming calls from a multi-client portfolio

• Analyze callers' needs and be empowered to implement the best strategy to ensure superior customer satisfaction

• Provide operational feedback and follow-ups on issues when requested

• Continually build customer relations with client personnel

• Ensure that requests are addressed in a prioritized and expeditious manner

• Create notifications, work orders, and assign to maintenance technicians using the client’s CMMS

• Communicate work order updates to requesters as needed

• Schedule work with technicians and sub-contractors and assign appropriate work orders electronically

• Track and report on the completion of work

• Work closely with Utility and Facility supervisors and managers to ensure the accuracy and efficiency of workflow within the workplace service groups

• Execute work planning and scheduling function for a self-directed work team

• Provide logistical coordination with all stakeholders (i.e. MRO, cleaning services, purchasing, clients, security, site management, maintenance crews, and vendor managers) as needed

• Purchase/procure parts and/or supplies through parts ordering or spare parts procedure with procurement partner

• Maintain intermediate to high computer skills necessary to access CMMS work order system

• Participate and provide input to departments for ad-hoc reporting as needed

• Present performance data to maintenance teams as needed

• Provide a two-week look-ahead Preventive Maintenance (PM) schedule to the team weekly

• Contribute to continuous improvement of the maintenance and call center program by collecting feedback and sharing with CMMS Manager

• Continually improve, simplify, and innovate the current worksheets and processes

• Liaise with the client for special requirements, ensuring that request forms are operational and up-to-date

• Perform other job-related duties and special projects as requested

Required Qualifications

• 5-10 years’ experience working in a call center environment.

• Must have a detailed understanding of effective scheduling, estimating, and workflow processes in a maintenance environment

• Proficiency in Microsoft Office applications including Outlook, Excel, PowerPoint, OneNote, Word, Project, MS Teams

Other requirements

• Excellent organizational, verbal, and written communications skills required

• Demonstrated planning & prioritizing capabilities

• Track, verify, and maintain high team performance levels based on established metrics

• Ability to maintain professional and customer-oriented relationships with team members, internal customers, and building occupants

• Ability to understand customer requirements and coordinate interface with other teams for various support requirements

• Must be a team player, committed to working in a quality environment and be able to work independently

• Strong analytical skills, problem-solving abilities, attention to detail, accuracy, multitasking capabilities, discretion, and sound judgment

Preferred Qualifications

• Prior CMMS experience

• SAP experience strongly

• Pharmaceutical/BioTech research facilities experience