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Team Lead (Facilities Management) | Onsite - Angeles City | 10K Sign-on Bonus

Team Lead (Facilities Management) | Onsite - Angeles City | 10K Sign-on Bonus

ConnextAngeles, Pampanga, Philippines
8 days ago
Job description

Overview

Team Lead (Facilities Management) | Onsite - Angeles City | 10K Sign-on Bonus

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Join to apply for the Team Lead (Facilities Management) | Onsite - Angeles City | 10K Sign-on Bonus role at Connext .

RPm | Actively hiring for Customer and Business Support roles.

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 escalate 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

    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.

    #teamlead #facilitiesmanagement #bpohiring #angelescity #hiringph

    Additional Details

  • Seniority level : Mid-Senior level
  • Employment type : Full-time
  • Job function : Customer Service
  • Industries : Outsourcing and Offshoring Consulting

    • Referrals increase your chances of interviewing at Connext by 2x

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    Team Lead • Angeles, Pampanga, Philippines

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