Operational Command & Control Call Center Manager

Operational Command & Control (OCC) Call Center Manager

 

Linc Facility Services (LFS) is a facility support services company providing on-site personnel who maintain and operate facilities. It offers direct support in the areas of technical operations and maintenance, office services, and project management.  Customers come from industries such as aviation, high technology, manufacturing, museums, sports venues, and telecommunications. Founded in 1979, the company is part of The Linc Group, which also includes companies that provide HVAC services. Operational Support and Services (OSS) is a wholly-owned subsidiary of the Linc Facility Services (LFS) (www.useoss.com)

OSS is currently putting together a team for one of the newest and largest post construction, facility management and services projects in the Doha Qatar.  We are now accepting resumes and qualified candidates will be contacted with the project start date and compensation package.  Please follow the instructions located at the end of the job description.

 

Job Summary:

Responsible for the overall operation and management of the Pearl Qatar Community OCC Call Center.  Will monitor and manage the 24/7 operations from a central operational command and control center.  Responsible to resolve resident/client complaints and grievances, process work orders and dispatch service personal and security.

Essential Functions:Understand and comply with LFS policies, procedures and programs.Ability to interpret and understand policies, procedures, and customer expectations.  Serve as key executive for Operation and Call center operation.  Responsible for delivery of all LFS services to the customer and the project.Determine responsibilities and authorities of various Managers and key personnel by organization charts and position descriptions.  Coordinate among managers, residents and the community authorities.Develop performance standards for subordinates and establish means of measurement.  Secure understanding of an agreement with the standards by the individuals concerned.Manage the Operational Command and Control 24/7 and call center monitoring and facility operations. Receive and resolve resident calls, complaints, inquired, and dispatch appropriate authority and group to respond and mitigate customers’ needs.Conduct performance appraisals and provide feedback with direct subordinates annually or more frequently when necessary.  Monitor and manage performance appraisals conducted by subordinate managers.Develop policies and procedures for OCC Call Center operations. Provide appropriate training and supervision of OCC Staff and assigned subcontractors.Cultivate favorable relationships with existing customers' key personnel to assure customer satisfaction.Initiate and participate in project audits and reports.Be on call and respond to issues as necessary.Assure proper utilization of the Maximo work order system and other OCC Command Center software and systems.

Job Requirements and Qualifications:

· Bachelor’s degree in Engineering, Business or Information Technology is desirable but not required.

· Demonstrated customer service orientation and skills.

· Experienced in preparing and administering budgets, policies, procedures and training.

· Working knowledge of two or more of the mechanical, electrical, general building maintenance, building construction electronics crafts, and Soft Service (cleaning, landscape, pest control and security).

· Demonstrated expertise in verbal and written communications.

· Demonstrated willingness and ability to work a non-standard work schedule as required.

 

 

INSTRUCTION FOR APPLYING FOR POSITIONS WITH LINC FACILITY SERVICES (LFS)/OPERATIONAL SUPPORT AND SERVICES (OSS)

1. Go to www.thelincgroup.com

2. Click on Careers

3. Click on Careers(2nd Row next to Employee)

4. Scroll to bottom of page and (click here)

5. Go to location (click custom)

6. Type – “OSS� then click on “GO�

7. Highlight “OSS-Fayetteville then hit “Finish� at Bottom of page; then hit “Search� on the next page

8. Find Job you wish to apply for and review job description/qualifications (Hit “Apply� at the bottom of the page)

9. Click “create an account� once completed you will be prompted to complete application.

10. Complete application(all applications must have a resume) the hit “Apply�