Facilities Call Center Planner/Scheduler

JLL•Bradley, IL

1d•$69,000 - $79,000•Onsite

About The Position

This position is responsible for all Call Center requests, work order creation, planning and scheduling of PMs, reporting, and continuous improvement activities for multiple stakeholders including technicians, managers, and clients. The main responsibility is to dispatch and solution drive issues; answer inquiries received in a timely and professional manner; create work orders and assign them to maintenance technicians; as well as ensure the company goals are achieved and KPIs are met.

Requirements

5-10 years’ experience working in a call center environment.
Must have a detailed understanding of effective scheduling, estimating, and workflow processes in a maintenance environment
Proficiency in Microsoft Office applications including Outlook, Excel, PowerPoint, OneNote, Word, Project, MS Teams
Excellent organizational, verbal, and written communications skills required
Demonstrated planning & prioritizing capabilities
Track, verify, and maintain high team performance levels based on established metrics
Ability to maintain professional and customer-oriented relationships with team members, internal customers, and building occupants
Ability to understand customer requirements and coordinate interface with other teams for various support requirements
Must be a team player, committed to working in a quality environment and be able to work independently
Strong analytical skills, problem-solving abilities, attention to detail, accuracy, multitasking capabilities, discretion, and sound judgment

Nice To Haves

Prior CMMS experience
SAP experience strongly
Pharmaceutical/BioTech research facilities experience

Responsibilities

Act as a first point of contact for questions, requests, and needs of the client as the Call Center Lead
Answer all incoming calls from a multi-client portfolio
Analyze callers' needs and be empowered to implement the best strategy to ensure superior customer satisfaction
Provide operational feedback and follow-ups on issues when requested
Continually build customer relations with client personnel
Ensure that requests are addressed in a prioritized and expeditious manner
Create notifications, work orders, and assign to maintenance technicians using the client’s CMMS
Communicate work order updates to requesters as needed
Schedule work with technicians and sub-contractors and assign appropriate work orders electronically
Track and report on the completion of work
Work closely with Utility and Facility supervisors and managers to ensure the accuracy and efficiency of workflow within the workplace service groups
Execute work planning and scheduling function for a self-directed work team
Provide logistical coordination with all stakeholders (i.e. MRO, cleaning services, purchasing, clients, security, site management, maintenance crews, and vendor managers) as needed
Purchase/procure parts and/or supplies through parts ordering or spare parts procedure with procurement partner
Maintain intermediate to high computer skills necessary to access CMMS work order system
Participate and provide input to departments for ad-hoc reporting as needed
Present performance data to maintenance teams as needed
Provide a two-week look-ahead Preventive Maintenance (PM) schedule to the team weekly
Contribute to continuous improvement of the maintenance and call center program by collecting feedback and sharing with CMMS Manager
Continually improve, simplify, and innovate the current worksheets and processes
Liaise with the client for special requirements, ensuring that request forms are operational and up-to-date
Perform other job-related duties and special projects as requested