Posted

28-Feb-2023

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Administrative, Communications/Public Relations, Customer Service

Location(s)

Cincinnati - Ohio - United States of America

Job summary

The purpose of this position is to lead the daily operations of the customer service center. Responsible for supervising operations and activities to ensure operational efficiency and quality customer service.

Essential duties and responsibilities

Supervises and provides leadership and support to the call center staff, including monitoring, coaching, and evaluating work team to ensure quality and productivity standards are met and/or exceeded.

Reviews and analyzes system operations in order to optimize effectiveness and efficiency.

Allocates resources between units to enhance efficiencies and meet customer needs

Prioritize workload and be prepared to make proactive decisions to meet daily business demands

Generates reports to measure productivity and perform analysis to resolve root cause. Assists with ad hoc reporting requests.

Assists Management in developing and implementing incentive programs.

Other duties may be assigned.

Supervisory responsibilities

Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.

Qualifications

To perform this job successfully, an individual will perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

High School Diploma or GED equivalent required. Associate's degree (AA) or equivalent from two-year college or technical school preferred. Minimum of four years of related experience.

Certificates and/or Licenses

None

Communication skills

Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information. Ability to respond effectively to critical issues.

Financial knowledge

Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis.

Reasoning ability

Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.

Other Skills and Abilities

Intermediate skills with Microsoft Office Suite products.

Scope of responsibility

Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results. Responsible for setting work unit and/or project schedules. Errors in judgment may cause short-term impact to department.

Why CBRE?

• A culture of respect, integrity, service and excellence shapes our approach to every opportunity.
• We lead by example, guided by the needs of the cities we inhabit, the communities we build and the world we live in.

CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law. We also provide reasonable accommodations, as needed, throughout the job application process. If you have a disability that inhibits your ability to apply for a position through our online application process, you may contact us via email at recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.

CBRE GWS