Cushman & Wakefield

NOC Supervisor

Cushman & Wakefield

full-time

Posted on:

Location Type: Hybrid

Location: Needham • Arizona • Florida • United States

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Salary

💰 $55,250 - $65,000 per year

About the role

  • Supervise, facilitate training, and coach Customer Service Representatives (CSRs) to ensure exceptional customer service and operational consistency.
  • Oversee daily shift performance, ensuring accurate call handling, documentation, and adherence to internal processes.
  • Create and maintain schedules and shift assignments to ensure adequate 24/7/365 coverage.
  • Monitor attendance and timekeeping for assigned staff, review and validate payroll, and ensure timely submission of hours for approval.
  • Initiate and document corrective actions related to performance or policy violations in coordination with the Manager for review and approval.
  • Conduct one-on-one meetings, performance discussions, and feedback sessions to foster employee growth and accountability.
  • Maintain team morale, promote engagement, and support a positive and professional work environment.
  • Oversee the service delivery of all work requests from inception to completion for assigned national client(s).
  • Oversite of facilities work order requests entered through the work order management system to ensure due dates and SLAs are met.
  • Serve as the primary liaison between clients, technicians, and subcontractors, facilitating clear communication and issue resolution.
  • Build and maintain positive working relationships with clients, subcontractors, and internal partners to support service continuity.
  • Maybe asked to assist in the procurement and oversight of subcontractors, ensuring quality performance and compliance with client contracts.
  • Act as the key contact for questions or escalations related to client or subcontractor service issues.
  • Escalate any potential risks to SLA or client satisfaction to management promptly.
  • Prepare and distribute daily, weekly, and monthly reports related to SLA compliance, response time, and team productivity.
  • Track and analyze service trends to identify recurring issues and recommend corrective or preventive actions.
  • Collaborate with management to develop, document, and implement process improvements that enhance workflow efficiency and service quality.
  • Maintain accuracy and data integrity within CMMS and reporting tools.
  • Support audits and data requests by ensuring all records and documentation are accurate and up to date.
  • Partner with management to implement performance metrics, dashboards, and team scorecards.

Requirements

  • High school diploma or equivalent required; Associate degree or additional coursework in business, management, or facilities preferred.
  • 3–5 years of experience in facilities management, maintenance coordination, or Contact Center operations, with at least one year of leadership or supervisory experience.
  • Strong customer service skills within a contract service or facilities management environment.
  • Proficient computer skills, including CMMS systems (Corrigo, Maximo, 360Facility, or similar) and Microsoft Office (Excel, Outlook, Word, PowerPoint).
  • Strong analytical and reporting skills with experience preparing operational metrics and performance summaries.
  • Excellent written and verbal communication with the ability to lead teams and interact effectively with clients and subcontractors.
  • Highly organized and detail-oriented, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
  • Sound judgment and problem-solving skills, particularly in high-pressure or escalation situations.
  • Self-motivated and adaptable, capable of balancing leadership responsibilities with operational execution.
  • Flexible availability to work rotating or changing schedules, including evenings, weekends, holidays, and overtime, as required by business needs.
  • Must be available for on-call coverage in support of 24/7/365 operations or emergency response situations.
  • Ability to adapt to schedule adjustments or shift changes based on operational demand or client requirements.
  • Commitment to continuous learning and development, maintaining proficiency in evolving technologies, systems, and Facilities Hub processes.
Benefits
  • health, vision, and dental insurance
  • flexible spending accounts
  • health savings accounts
  • retirement savings plans
  • life and disability insurance programs
  • paid and unpaid time away from work

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
facilities managementmaintenance coordinationcustomer serviceanalytical skillsreporting skillsperformance metricsprocess improvementsdata integrityoperational metricsproblem-solving
Soft skills
leadershipcommunicationorganizational skillsdetail-orientedself-motivatedadaptabilityjudgmentteam managementclient interactionemployee coaching
Certifications
high school diplomaAssociate degree