Team Lead - Facilities Helpdesk

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Role Overview

We are seeking a proactive and experienced Team Lead to manage our specialized Property Management Call Centre team in Dalian. This role is critical in ensuring high-quality service delivery for facility management inquiries. The Team Lead will oversee a team of 12 agents responsible for answering FM-related calls, accurately logging work orders in the system, and coordinating with onsite Facility Management (FM) teams for urgent issues. The ideal candidate will have strong operational leadership skills, a deep understanding of property management workflows, and the ability to drive performance metrics while maintaining excellent customer satisfaction.

Key Responsibilities

1. Team Leadership & People Management

• Lead, coach, and mentor a team of 12 call centre agents, fostering a positive and high-performance culture.
• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to support individual development.
• Manage workforce scheduling, attendance, and leave planning to ensure adequate coverage during peak hours.
• Identify training needs and coordinate with HR or training departments to upskill team members on FM knowledge, system usage, and soft skills.

2. Operational Excellence & Process Management

• Oversee the daily operations of the call centre, ensuring all inbound calls regarding facility management are answered promptly and professionally.
• Ensure accurate and timely creation of work orders in the internal system, adhering to data quality standards.
• Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), Work Order Accuracy, and Customer Satisfaction .
• Develop and refine Standard Operating Procedures (SOPs) for call handling, work order classification, and escalation protocols.

3. Incident Management & Escalation

• Serve as the primary point of contact for complex or escalated calls that require higher-level intervention.
• Establish and maintain strong communication channels with onsite FM teams to ensure seamless handover of urgent maintenance issues.
• Coordinate immediate responses for critical facility incidents (e.g., power outages, water leaks, safety hazards) by liaising directly with onsite engineers and management.
• Track and report on urgent issue resolution times to ensure SLA compliance.

4. Reporting & Continuous Improvement

• Generate weekly and monthly reports on team performance, call volumes, common facility issues, and work order trends.
• Analyze data to identify recurring facility problems and propose preventive measures to the FM management team.
• Collaborate with IT and system administrators to troubleshoot technical issues related to the work order system.
• Drive continuous improvement initiatives to enhance efficiency and customer experience.

Qualifications & Requirements

• Education: Bachelor’s degree in Business Administration, Facility Management, Hospitality, or a related field.
• Experience:Minimum 5 years of experience in customer service or call centre operations, with at least 2 years in a team lead or supervisory role.Prior experience in Property Management, Facility Management, or Real Estate services is highly preferred.Experience managing a team of 10+ members is required.
• Skills:Strong understanding of FM workflows, including preventive maintenance, corrective maintenance, and helpdesk operations.Proficiency in using Purecloud/Corrigo is an advantage.Excellent verbal and written communication skills in Mandarin Chinese; English proficiency is a plus for reporting purposes.Strong problem-solving abilities and decision-making skills under pressure.Proficient in Microsoft Office Suite (Excel, PowerPoint, Word).
• Attributes:Customer-centric mindset with a passion for service excellence.Ability to remain calm and effective in high-pressure situations.Strong organizational and time-management skills.

Location:

On-site –Dalian, LN

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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