Call Center Team Lead w/ Facilities Management Experience | Onsite - Angeles City | 10K Sign-On[...]Connext • Angeles, Pampanga, Philippines

Call Center Team Lead w / Facilities Management Experience | Onsite - Angeles City | 10K Sign-On[...]

Connext • Angeles, Pampanga, Philippines

1 day ago

Job description

The Team Leader is responsible for managing and addressing facility-related issues reported by clients and occupants. This role ensures timely resolution of maintenance concerns, coordinates with internal and external teams, and upholds a safe, comfortable environment for all building occupants. Reporting to the Facilities Manager, the role also drives service quality by coaching team members and ensuring adherence to operational standards.

There's a lot to love about Connext. Here are some of the reasons why :

Competitive salary and bonuses
20 Annual Leave Credits
Health, dental, and life insurance
Fun HR virtual and onsite events
Professional development and training opportunities
Employee assistance programs (EAP)
Employee volunteer and community service opportunities
Amenities for leisure and recreation
Certified Great Place to Work

Job Description

Answer incoming calls and emails regarding facility-related concerns, including after hours, weekends, and holidays.

Troubleshoot and assess reported issues to determine next steps or elevate appropriately.

Create, track, and maintain work orders using internal client systems.

Dispatch maintenance technicians or contractors for urgent repairs.

Follow up on service requests and provide status updates.

Document all customer interactions, service calls, and actions taken.

Offer clear, calm, and supportive communication to customers and occupants.

De-escalate dissatisfied clients by offering immediate support and solutions.

Provide guidance on project execution issues and recommend solutions.

Input accurate data into client systems for tracking and follow-up.

Maintain a professional attitude and appearance on-site.

Remain flexible to work various shifts, including holidays.

Oversee and schedule team activities, ensuring timely handling of work orders and customer requests.

Lead, motivate, and mentor team members to achieve performance goals and uphold service standards.

Coordinate with internal teams (client management, operations) for issue resolution and process improvements.

Act as liaison between clients and internal teams to guarantee seamless service delivery.

Serve as point of contact for clients, handling escalations and service requests.

Prepare and maintain documentation, including standards, process flows, and reports.

Conduct training sessions for team members on best practices, system use, and client communication.

Regularly evaluate team performance and suggest process enhancements.

Monitor workloads and assign tasks to ensure targets and deadlines are met.

Provide guidance on complex issues, ensuring timely and accurate resolutions.

Proactively follow up to confirm all issues are addressed before escalation.

Required Qualifications

At least two (2) years of experience in facilities support.

At least two (2) years in a BPO leadership role.

Proficient in Microsoft Office with intermediate to advanced Excel skills.

Familiarity with dispatch coordination or call center tools.

Ability to navigate third‑party customer systems.

Work order creation and tracking.

Experience in coaching and strategic action planning for team improvement.

Clear and coherent in both written and verbal communication skills to be able to effectively convey information, provide feedback, and communicate with team members and management.

Amenable to work on‑site and during weekends or holidays (Thanksgiving Day, Christmas Eve, Christmas Day, New Year’s Eve, and New Year’s Day).

Why choose CONNEXT?

Great Company Culture, a Great Place to Work Certified, Great Benefits, and lots of room for growth.

Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world‑class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

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Team Lead • Angeles, Pampanga, Philippines

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