Who We Are  

BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6, 500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia.   Further information is available at www.bgis.com

 

SUMMARY

The Operations Centre Team Lead is responsible for providing support to a team of Facilities Services Coordinators (FSCs) 24/7/365.  The Team Lead ensures that the FSCs have the necessary training and tools required to handle requests in a timely and efficient manner and supports the Team Development Managers to ensure that the Centre is appropriately staffed.

This role will provide ongoing performance monitoring and implement strategies for addressing performance issues and requires an individual who plans to progress into a people management role.  

The Team Lead will handle client requests and must be a high functioning system user to provide support and guidance to the team.

To meet departmental operational needs, you must have flexibility to work rotating shifts weekdays between 7 am and 6 pm ET.  Overtime and schedule flexibility will be required.

KEY RESPONSIBILITIES

Your primary role as a Team Lead will encompass a wide variety of duties.  Specifically, you will:

Act as a coach and resource person for team members regarding BGIS client contracts and services Understand business processes and impart knowledge through ongoing coaching of Facilities Services Coordinators Monitor service calls, analyze performance and develop short/long term action plans to improve service delivery Daily monitoring of agent activity for schedule adherence and contact activity to ensure appropriate resourcing levels Research service delivery and process issues and report findings to management and client in a timely manner with a goal of improving customer and team member satisfaction Roll out process changes to the team Measure the quality of day to day operations and implement strategies and corrective action plans for addressing performance issues when required Provide support and direction to FSC team throughout technology issues and outages Assist in onboarding of new team members Receive and dispatch facilities requests in a timely and efficient manner Audit work orders for accuracy and process adherence Develop and implement customer service training programs aligned with the requirements of customers both internal and external Highlight and follow up with the manager on any issues raised within the day to day operations Ensure delivery of services meets contract requirements and fulfils BGIS’ policies and standard operating procedures Other duties as assigned

EDUCATION, JOB-RELATED YEARS OF EXPERIENCE & QUALIFICATIONS

MINIMUM EDUCATION: High school completion plus a specialized technical or business certificate or diploma

JOB-RELATED EXPERIENCE: More than three years of relevant experience

ESSENTIAL QUALIFICATIONS

To be up to the challenges of this Team Lead role, you must have a profile that includes:

Strong mentoring skills and an interest in people management Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning Strong knowledge of facilities management industry Superior commitment to customer service with a strong sense of urgency Clear, effective verbal and written communication skills, with demonstrated proficiency in grammar, spelling and punctuation High energy with excellent problem solving and analytical skills Excellent time management and organizational skills with the ability to meet stringent deadlines and prioritize workload Flexibility to accept and adapt to change as well as the commitment to seek continuous improvement and work various shifts Strong computer skills with knowledge of Microsoft Office applications (Outlook, Word and Excel and/or Visio) including solid keyboarding skills Excellent work ethic, demonstrating integrity and trust as well as the ability to maintain confidentiality, professionalism and diplomacy. Good at managing stress. A strong sense of ownership and responsibility Demonstrated ability to gather information and accurately assess issues Bilingualism (English/French) is a strong asset

LICENSES AND/OR PROFESSIONAL ACCREDITATION

None required

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds . We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.