Cushman & Wakefield · 11 hours ago
NOC Supervisor
Atlanta, Georgia, USA
Full-time
Hybrid
Mid, Senior Level
$55K/yr - $65K/yr
3+ years expCushman & Wakefield is a leading global real estate services firm, and they are seeking a NOC Supervisor to lead the National Operations Contact Center team. This role involves overseeing customer service representatives, ensuring high-quality service delivery, and maintaining operational efficiency in alignment with client expectations.
CommercialCommercial Real EstateConsultingLeasingLegalProperty Management
Responsibilities
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
Qualification
Required
High school diploma or equivalent required
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
Preferred
Associate degree or additional coursework in business, management, or facilities
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
Company
Cushman & Wakefield
Cushman & Wakefield is a real estate services firm that offers retail investment, energy management, and property services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$734.8MKey Investors
GreystoneCitizens BankVanke
2023-10-10Post Ipo Debt· $223.8M
2023-08-08Post Ipo Debt· $400M
2022-10-13Post Ipo Debt· $27.3M
Leadership Team
Matthew Bouw
CEO Asia Pacific & EMEA
Michelle M. MacKay
CEO
Recent News
2026-01-08
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2026-01-07
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2026-01-07
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