Facilities Call Center Manager

Global Facilities Call Center Manager - Lead a mission-critical 24/7 global operations center that ensures zero downtime for 60 international facilities across our client's premier portfolio. This high-impact leadership role combines the fast-paced, always-on environment of call center operations with deep facilities management expertise. You'll command a multi-region team of specialists who monitor, respond to, and resolve critical building system issues in real-time, ensuring business continuity across corporate environments and mission-critical facilities.

Location: Malvern, PA, Charlotte, NC, or Scottsdale, AZ
Schedule: Monday-Friday, day shift with 24/7 on-call flexibility as needed
Compensation: $140,000-$190,000 + 20% target bonus

This role demands the operational excellence and urgency of call center management combined with technical expertise in HVAC systems, Building Automation Systems (BAS), and facilities operations. You'll thrive in high-pressure situations where every second counts and downtime is not an option.

Here's Some of Your Day:

Command Center Operations

• Manage two team leads responsible for the day-to-day oversight of Global Support Center (GSC) specialists
• Oversee 24/7 staffing and operations, ensuring continuous monitoring of critical building systems
• Lead real-time response to critical system alarms requiring immediate decision-making and escalation
• Direct specialists who leverage GSC tools and resources for proactive and predictive asset management
• Position the operation as the primary liaison to client stakeholders for facilities-related activities and incident escalation
• Coordinate with client and peer service provider management to establish operational policies and procedures

Program Development & Strategic Leadership

• Lead the development of the command center program from concept to full implementation
• Establish performance criteria and operational standards in collaboration with client management
• Develop comprehensive reporting and metrics evaluating critical systems, critical loads, and HVAC performance
• Assess operational gaps and drive process improvements, focusing on root cause analysis and optimization opportunities
• Create analytical frameworks to enhance predictive capabilities across the account team

Team Leadership & Training Excellence

• Develop, maintain, and execute robust training programs for command center tooling and incident management
• Implement comprehensive Building Automation System operation training for all team members
• Conduct ad hoc training exercises to test team readiness and event response capabilities
• Provide coaching and support to agents handling challenging customer service issues
• Develop analytical competencies across all account team members
• Update training materials for new policies, procedures, and system implementations

Quality Control & Performance Management

• Monitor team performance using customer service metrics and performance evaluation tools
• Determine call center operational strategies by evaluating team results against established objectives
• Maintain and improve operations by monitoring system performance and resolving operational problems
• Implement process improvements based on performance data and customer feedback
• Ensure customer service focus is maintained across all team interactions
• Coordinate reporting requirements with internal and external customers to meet business objectives

Safety & Compliance

• Record system readings and make necessary adjustments to ensure proper equipment operation
• Ensure compliance with departmental policies for safe storage, usage, and disposal of hazardous materials
• Maintain clean and safe workplace standards across all command center operations
• Oversee safety protocols during emergency response situations

Required:

• 5+ years managing call centers or 24/7 operations centers with no-downtime requirements, and direct team leadership responsibilities
• Proven experience in high-stress, time-sensitive operational environments with rapid response protocols
• Strong technical knowledge of HVAC systems, controls, and troubleshooting
• Hands-on experience with Building Automation Systems (BAS) and building management software
• Experience developing operational strategies and performance metrics for call center environments
• Track record of managing teams through critical incidents and emergencies
• Demonstrated ability to assess gaps, implement process improvements, and drive root cause analysis
• Experience developing and executing comprehensive training programs
• Proficiency with Microsoft Office and various building management platforms
• Strong customer service orientation with the ability to manage challenging escalations

Preferred:

• Bachelor's degree in Engineering, Business, Technology, or related field from an accredited institution
• Experience managing global or multi-site operations centers
• Background in mission-critical environments (data centers, hospitals, manufacturing, etc.)
• Certification in HVAC systems, energy management, or facilities operations