Hi, we're Host! We believe your office should allow you to feel comfortable, productive and inspired in your working life. Because when people feel inspired, great things happen. As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day. With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it's ever been.
Job Summary This position is responsible for supervising non-exempt employees on the daily operations of the Workplace Experiences Services for a building or campus with multiple workplace experience team members, oversees operating policies and procedures ensuring those are aligned with the client's business needs, goals and objectives.
We are searching for a dedicated Call Center Supervisor who will oversee t he daily operations of the Workplace Experiences Services call center. The Call Center Supervisor will coach and motivate call center representatives as they field customer supports calls for our client. The Call Center Supervisor will hire employees and assist in the training process, ensuring that every team member is well prepared for their calls. They will continue to support team members after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. To succeed as a Call Center Supervisor, you should be focused on helping your team build necessary skills and knowledge so they can better support customers.
Essential Duties & Responsibilities Provides formal supervision to individual employees for the delivery of workplace services. 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. Services include, but are not limited to: Concierge Reception Call Center Operator Conference & Meeting Room Management Pet Programs Document Services Mail Services Office Supply Management Moves, Adds, Changes Furniture Management Potential Workplace Onboarding/Training Supervises personnel assigned to workplace experience services, including establishing work schedules, assigning tasks, cross-training staff to perform multiple duties as back-up. Responds to customer requests and complaints regarding Workplace Experience services. Utilizes and maintains integrity of databases and other digital tools associated with service delivery, as requested. Ensure safety standards are met by those delivery workplace experience services; whether company employees or third party service providers. Performs other duties as assigned.
Qualifications HS Diploma or GED required. Bachelor's degree (BA/BS) or other relevant vocational training preferred. Minimum of 4 years related (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service) roles preferred. Previous experience within hospitality/customer service preferred.
Certificates / 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 sensitive issues. Comfortable meeting and engaging with new people. Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
Reasoning Ability Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires strong analytical and quantitative skills.
Other Skills and Abilities Intermediate skills with Google Suite products such as Gmail, Google Docs, Sheets, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications. Best candidates will have a genuine interest in anticipating and serving the needs of others. A warm demeanor and desire to collaborate with others is key.
Scope of Responsibility Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work/project deadlines. Errors in judgment may cause short-term impact to the department.
Safety Complete at a satisfactory level all required and assigned HSE training Follow all activity policies and procedures, including all HSE related requirements at all times Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc. Report any condition which you feel could result in an accident or injury and / or stop work if required Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment
As a Supervisor: 1. While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to: a. Provide sufficient time for employees to complete all required HSE training & support the HSE training program implicitly b. Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders c. Support stop work authority when it is exercised in good faith d. Communicate any / all potential workplace hazards and workplace procedures
Internal Number: 19039336
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.