Senior Helpdesk Executive

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.

JLL supports the Whole You, personally and professionally.

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 to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you ve got deep experience in commercial real estate, skilled trades, and technology, or you re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

What this job involves: As a Team Leader (TL), you will oversee daily operations within a helpdesk or customer service team. Your primary responsibility is ensuring fair workload distribution, supporting team members, managing schedules, and maintaining performance standards. You will monitor queues, ensure adherence to schedules, provide guidance on quality assurance, and drive process improvements. Additionally, you ll analyse performance metrics, conduct audits, and foster a continuous learning environment to help your team develop and succeed.

What your day-to-day will look like:

• Queue Workload Management: Actively monitor task queues to ensure tasks are fairly allocated, adjusting assignments based on workload and priorities.
• Team Guidance: Provide support and guidance to team members, addressing any challenges and helping them meet their targets.
• Quality Performance Monitoring: Conduct ticket audits, quality reviews, and deep dives on tickets that received NRR to ensure high-quality standards.
• Daily Operations: Lead daily stand-up calls, reviewing team progress, addressing issues, and ensuring everyone is aligned with their goals.
• Attendance Performance Tracking: Monitor attendance and individual/team performance, ensuring that any issues are addressed promptly.
• Process Improvement Training: Identify opportunities for process improvements, conduct training sessions for the team, and provide feedback to drive continuous development.
• Reporting Communication: Prepare and present regular performance reports to management, ensuring transparency and clear communication about team performance and areas for improvement.

Required Skills and Experience:

• Leadership Skills: Proven ability to lead, guide, and motivate a team, ensuring they meet performance targets.
• Communication Skills: Excellent written and verbal communication skills to interact with team members and management.
• Problem-Solving: Strong analytical and problem-solving abilities to address performance and operational issues.
• Schedule Performance Management: Ability to effectively manage team schedules, monitor attendance, and track performance metrics.
• Multitasking: Ability to manage multiple priorities and make quick decisions in a fast-paced environment.
• Team Development: Experience in identifying training needs, providing feedback, and supporting professional development for team members.
• Analytical Skills: Ability to analyse performance data, conduct audits, and derive actionable insights for process improvement.
• Qualifications: Graduate or equivalent experience in a relevant field, with experience in customer service or helpdesk operations.

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If 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 table!

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