Job Title

Job Description Summary

Job Description

KEY TASK AND RESPONSIBILITIES:

To deliver high quality, prompt and courteous Facilities Management services at Teleperformance  in support of their business needs in accordance with the Service Levels and Key Performance Indicators set out below.

• To liaise with the customer’s representative regarding all matters outside of agreed delegated levels of authority.
• Under guidance of Operation Manager to provide training, management and guidance to directly employed staff in accordance with C&W- PMSI Human Resource guidelines.
• Ensure the Team is following Agreement’s terms and conditions on Working hours and attendance .

• Monthly measurement of achievement of Key Performance Indicators and preparation of Monthly Management Report/ Quarterly Management Report and Half yearly management Report
• Develop and maintain excellent relationships with the client on site as well as practice excellent teamwork and support for the other members of the service.
• Maintain and continuously improve the quality of service and standards
• Identify client needs and expectations and ensure client satisfaction
• Deal professionally with customer feedback. Actively monitor and handle complaints.
• Maintain the accounting, systems and processes with legible, precise, accurate and timely completion
• Ensure prompt invoicing and recovery for the services rendered as per the agreement
• Assess weekly and monthly figures and maintain adequate controls to monitor budget performance. Actively pursue and achieve budget targets and assist in budget compilation
• Ensure security and maintenance of premises, equipment and stock
• Use C& W and Teleperformance approved suppliers for all vendor related items
• Keep know-how of current safety regulations in order to respond to emergency call-in situations in the facility and help to coordinate any related function to accommodate the safety of customers, visitors and staff
• Assist in recruitment, selection and induction of staff in accordance with standards
• Effectively lead, develop and motivate the service team, monitor and solve personnel issues as they arise within the department.
• Manage Pest control of the site as per client’s requirements
• Manage all Cafeteria  site as per client’s requirements for enhancing Employees’ experience
• Responsible for grooming, cleanliness, hygiene, uniforms and overall attitude of the staff,

organize formal training and provide structured on-the-job training; identify and address individual training needs to provide on-site induction.