Facilities and Maintenance Manager

1 month ago

Cape Town, Western Cape, South Africa CallForce Full time
Job Title: BPO Facilities and Maintenance Manager

TTEC has partnered with CallForce to support the launch of our newest global location. CallForce is supporting us by hiring and onboarding our professionals.

Job Summary:

The BPO Facilities and Maintenance Manager is responsible for managing a safe, attractive, and functional physical environment for all employees. This role supports the department's vision to create an exceptional workplace by developing, implementing, and maintaining facility programs that reflect priorities of continuous improvement, automation, thinking globally, and identifying best practices, while reducing TTEC's financial exposure.

Key Responsibilities:
  1. Proactively manage complete facility maintenance of buildings/sites, including maintaining superior condition of company space and acting as the landlord/vendor liaison.
  2. Review government regulations, renew operating licenses, work permits, and other requirements from authorities related to the business.
  3. Effectively lead and manage the Facilities team, within the department's SLA and KPIs standards, including Facilities Technicians, Service Contractors, Facilities Systems (BMS), Security Team, Janitorial Team, and critical equipment contractors.
  4. Maintain various facility systems, such as HVAC, CCTV, turn styles, elevators, electrical stairs, utilities, and systems like emergency generators, UPS, lighting, security, and Fire Detection and Alarm Systems (FDAS).
  5. Establish and manage Facilities budgets (Opex and Capex), creating purchase requisitions, following up on invoices, and reporting financial information. In conjunction with corporate real estate, evaluate present and future needs for real estate.
  6. Develop and maintain standards to manage relationships with facility-related vendors, such as Janitorial, Security, HVAC, CCTV, turn styles, elevators, electrical stairs, utilities, and systems like emergency generators, UPS, lighting, and FDAS. Conduct Quarterly Business Reviews (QBRs) with all facilities-related vendors.
  7. Effectively manage customer expectations and ongoing customer relations, communicating status and timeline of facility maintenance projects, enhancements, and changes.
  8. Implement and communicate policies impacting safety and security to customers, including Risk Management policies pertaining to Information Security and Management Systems.
  9. Manage facility programs covering disaster preparedness and recovery, coordinating with headquarters division to implement company-wide Emergency Response Plans. Be the point of contact during a disaster situation to return safely to operations, requiring availability or a designee to respond in a timely manner.
  10. Maintain and oversee facilities architectural drawings and floor plans, ensuring all construction drawings and floor plans are accurate and up-to-date.
  11. Maintain the database of facilities fixed assets and its ranking.

Based on geographic location, this role may be the point of contact from the Facilities perspective for:

  • Assisting with Environmental questions/issues.
  • Acting as Emergency Manager during emergencies like calamities, fire, etc.
  1. Commander of Emergency Control Organization (ECO) Support.
  2. Has full control of ECO activation within the area of responsibility.
  3. Updates Emergency Director on emergency situations.
  • Assisting with Health, Safety, and Environment issues.

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