Team Lead

JLL empowers you to shape a brighter way.Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.Team Leader (US Support)Shared ServicesWhat this job involves:Standing at the forefront of team delivery.As the person in charge, you'll assemble and lead a team, and establish effective organisational structure and working procedures for the group. This role demands efficient team management skills, which you'll exhibit by identifying the team's objectives and allotting resources, to achieve optimal results and meet the company's target profits. Likewise, you'll be in charge of managing and monitoring the different stages of the processes. Furthermore, your proven track record in team management will come in handy, as you'll be in charge of facilitating negotiations, analyses and meetings with authorities.Duties and Responsibilities:Act as the single focal point of contact and support to team members on all operational issuesManage new starter training and induction and the continued development and maintenance of Standard Operating Procedures (SOP)Run weekly team meetings. Copy minutes to Operations Manager/DirectorPublish and administer the team rosterUndertake monthly quality control through the analysis and scoring of a random sample of team work orders and provide monthly summary report to operations managerUndertake monthly feedback and coaching sessions with each of your team members to discuss quality and quantity of workIdentify training gaps in your team and provide the relevant training or source appropriate training resource or courseManage direct reports to ensure that service delivery standard and agreed workflow process is maintainedConduct regular meetings with probationary staff and formally asses and document any issues prior to the 3 month formal reviewConduct annual performance reviews for each of your direct reportsManage policy on attendance. Take the appropriate timely counseling as required. Document and copy manager on all counseling sessions you manageUndertake 360 degree feedback at least once per annumSuggest and present to the Management Team ways to improve operator efficiency (ie more calls/work orders per day)Undertake all operational responsibilities as described under Management Team responsibilities templateSuggest and present to the Management Team ways that the team can improve quality of serviceSuggest and present to the Management Team ways that technology can be improvedEnsure any client complaints formally documented and escalated to you and personally assist to manage resolutionReport all critical incidents to the operational managerRecognize and reward individual performance, encourage a culture of excellence within your teamAssist and support other Team Leaders in their role, solicit a team culture between your peersSound like you? To apply, you need to be:Minimum Qualifications:With at least two years management experience in off-shore customer service; Experience in supporting US-based services is an advantageBachelor's degree preferredAdvanced proficiency with computer functions with MS office suite is preferredShow strong administration skills in the area of organization, time management and organizing multiple tasks and staff membersGood communication skills, including excellent listening skillsGood reporting and presentation skillsWilling to work on graveyard shift scheduleWhat we can do for you:At JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay, and benefits package.We will also require you to register in our career site: to capture your details in our system.Apply todayTo ensure that you progress the soonest with your application please have basic pre-employment requirements ready (NBI clearance, official transcript of records, government IDs, etc.)Location:On-site –Taguig, PhilippinesJob Tags:JBSIf this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the tableJLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.