Director, Call Center Operations

FacilitySource   •  

Phoenix, AZ

Industry: Professional, Scientific & Technical Services


8 - 10 years

Posted 173 days ago

This job is no longer available.

The Director of Service Delivery has overall P&L and operations responsible for regional service fulfillment for a client or group of clients. This position manages a team of managers who are accountable to meet or exceed service level standards and budgeted / targeted costs while adhering to relevant customer- and FacilitySource-specific processes.


Provide oversight for the day to day management of core facilities maintenance services impact on our clients.
Understand client’s economic conditions and/or business situations as they may affect FacilitySource.
Responsible for staff development, leadership coaching and associate engagement.
Work closely with market teams and call center management to ensure client’s expectations are met.
Influence and work directly with clients to gain full understanding of their business and strategies and apply creative facilities management techniques to bring a return on the client’s investment.
Oversee the creation and submittal of customizations for the client as well as manage the changes to completion.
Manage or oversee the management of special projects for clients.
Manage teams of Service Delivery Managers, measuring and holding staff accountable for SLAs, customer-specific guidelines, and overall service delivery.
Interaction with all levels of management, both internally and externally.
Work with IT development team for scope and delivery of customer requirements.
Interact with management from supporting delivery teams (EMS, Support Center, Exterior, etc.).
Provide regular reporting on performance and regional P& L performance, monthly performance against service level and financial targets.
Analyze and review client specific data impacting the client’s trade activity, missed ETAs, high volume and frequency work orders, work order status summary, aged invoicing, vendor scorecards, and financial updates.
Operate within clients’ and FacilitySource’s agreed terms to meet cost avoidance and reduction objectives as established by the company.

Industry knowledge of best practices, techniques, and philosophies. Previous experience in managing facilities, processes, and data analysis. Demonstrated ability to manage timelines, budgets, and risk mitigation. Strong ability to provide creative leadership, set and maintain high standards and bring innovation. Detail oriented with the ability to manage and multi-task large volumes of work. High degree of maturity, being conscientious and ethical. Proven management skills entered around communication, organization, strategic planning and executing on deliverables.

Bachelor’s degree in related field and/or 8+ years related experience in facilities maintenance. Experience leading, developing, and coaching a team. Prefer experience in Facilities Management in multiple trades to include exterior, landscaping, HVAC, plumbing, electrical, and general maintenance. Previous experience in managing facilities processes and data analysis.