Team Lead

Overview Team Lead (Facilities Management) | Onsite - Angeles City | 10K Sign-on Bonus Join or sign in to find your next job 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 Get notified about new Facilities Team Lead jobs in Angeles, Central Luzon, Philippines. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr