Job Description
ABOUT USBGIS is a leading provider of customized facility management and real estate services. With a combined team of over 10,000 professionals worldwide, we relentlessly focus on enabling innovation through the services we deliver. We actively seek new opportunities that drive innovation for our clients’ businesses. Globally, we manager over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia, and Asia. For further information, visit www.bgis.com .SUMMARYThe Team Development Manager will be responsible for participating in the recruiting, scheduling, training, developing and mentoring of a team of Facility Services Coordinators (FSCs). The incumbent is responsible for the performance and development of each FSC and/or FSC II on their team, including improving productivity and quality through regular coaching. The TDM is required to provide support to the Operations Centre team in English and/or French/Spanish .KEY DUTIES & RESPONSIBILITIESAct as a coach and resource person for Facility Services Coordinator regarding BGIS contracts and services (10-15).Complete and review Coaching and Performance Planner for each FSC.Complete and review Career Development Planner (Optimizer) for each FSC (quarterly).Through regular performance meetings, set goals and track the progress of each FSC. Identify training needs and performance gaps.Execute performance plans for FSCs who are not meeting targets including progressive disciplinary steps.Complete disciplinary action as required up to and including employee terminations.Reporting: Complete and review Productivity Tracking Sheets, review Attendance Tracker, review Quality Monitoring reports.Motivate FSC’s through consistent recognition, goal setting, and team contests and by generally fostering a positive environment.Perform call monitoring for the purpose of coaching and quality improvements.Conduct customer service training.Process service requests (via phone, web, and email) as required.Provide direction to FSCs on handling of complicated facility management situationsInteract regularly with BGIS Facility Managers, technicians, service providers and landlords in the delivery of FM services to BGIS client sites.Work in conjunction with the Workforce Manager to review and monitor service level measurements (GOS) to ensure contract requirements are exceeded; measure the quality of day to dayImplement strategies and corrective action plans for addressing performance issues when requiredManage, prioritize and respond to customer complaints and related service delivery issues while providing operational support to FSCswith regard to Operation Centre concerns/issues which assists in timely resolution and improving customer and team satisfaction ratingsOther duties as assigned.
Responsibilities + Skills
Education
Knowledge of facilities/property management an important assetCommunity college diploma or equivalent training (e.g. RPA, CET)Minimum of 3-5 years of relevant work experienceExcellent oral and written communications skills (French is a requirement when position is designated as bilingual).Strong interpersonal skills.Demonstrated leadership and people management skills.Strong decision making and problem solving skills.Strong listening skills.Strong understanding of Call Centre performance metrics.Strong understanding of progressive disciplinary methods.
Experience
