JLL empowers you to shape a brighter way. Our people at JLL 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. Role Overview We are seeking a proactive and experienced Team Lead to manage our specialized Property Management Call Centre team in Dalian. This role is critical in ensuring high-quality service delivery for facility management inquiries. The Team Lead will oversee a team of 12 agents responsible for answering FM-related calls, accurately logging work orders in the system, and coordinating with onsite Facility Management (FM) teams for urgent issues. The ideal candidate will have strong operational leadership skills, a deep understanding of property management workflows, and the ability to drive performance metrics while maintaining excellent customer satisfaction. Key Responsibilities 1. Team Leadership & People Management Lead, coach, and mentor a team of 12 call centre agents, fostering a positive and high-performance culture. Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to support individual development. Manage workforce scheduling, attendance, and leave planning to ensure adequate coverage during peak hours. Identify training needs and coordinate with HR or training departments to upskill team members on FM knowledge, system usage, and soft skills. 2. Operational Excellence & Process Management Oversee the daily operations of the call centre, ensuring all inbound calls regarding facility management are answered promptly and professionally. Ensure accurate and timely creation of work orders in the internal system, adhering to data quality standards. Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), Work Order Accuracy, and Customer Satisfaction . Develop and refine Standard Operating Procedures (SOPs) for call handling, work order classification, and escalation protocols. 3. Incident Management & Escalation Serve as the primary point of contact for complex or escalated calls that require higher-level intervention. Establish and maintain strong communication channels with onsite FM teams to ensure seamless handover of urgent maintenance issues. Coordinate immediate responses for critical facility incidents (e.g., power outages, water leaks, safety hazards) by liaising directly with onsite engineers and management. Track and report on urgent issue resolution times to ensure SLA compliance. 4. Reporting & Continuous Improvement Generate weekly and monthly reports on team performance, call volumes, common facility issues, and work order trends. Analyze data to identify recurring facility problems and propose preventive measures to the FM management team. Collaborate with IT and system administrators to troubleshoot technical issues related to the work order system. Drive continuous improvement initiatives to enhance efficiency and customer experience. Qualifications & Requirements Education: Bachelor’s degree in Business Administration, Facility Management, Hospitality, or a related field. Experience:Minimum 5 years of experience in customer service or call centre operations, with at least 2 years in a team lead or supervisory role.Prior experience in Property Management, Facility Management, or Real Estate services is highly preferred.Experience managing a team of 10+ members is required. Skills:Strong understanding of FM workflows, including preventive maintenance, corrective maintenance, and helpdesk operations.Proficiency in using Purecloud/Corrigo is an advantage.Excellent verbal and written communication skills in Mandarin Chinese; English proficiency is a plus for reporting purposes.Strong problem-solving abilities and decision-making skills under pressure.Proficient in Microsoft Office Suite (Excel, PowerPoint, Word). Attributes:Customer-centric mindset with a passion for service excellence.Ability to remain calm and effective in high-pressure situations.Strong organizational and time-management skills. Location: On-site –Dalian, LN If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table! At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing. JLL Privacy Notice Jones 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 and Supplemental Privacy Statement for Individuals in China. For additional details please see our career site pages for each country. 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 HRSCLeaves@jll.com. 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. Activate your Personal Job Alerts now and receive opportunities as soon as they are advertised. If you're a current JLL employee, please apply using the Internal Career Site At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world. For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.

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