Team Lead, Customer Success

Who We Are

BGIS SCS 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 Team Lead, Customer Success is responsible for ensuring quality control targets and service level agreements are exceeded by the Customer Service Representatives handling inbound and outbound calls in a 24/7 dispatch centre environment. This job ensures that the centre is staffed appropriately, and those team members have the tools and training necessary to accomplish their objectives and to support the cleaning team. This role will also provide on-going performance monitoring and implement strategies for addressing performance issues.

The Team Leader, Customer Success is also responsible for overseeing a team of Mobile Cleaners in the delivery of routine and on-demand services for assigned facilities. The Team Leader is responsible for overseeing the execution of activities performed by Mobile Cleaners to ensure that work is performed in accordance with established processes and practices and in compliance with all internal and external requirements including but not limited to environmental, health and safety, fire protection. This role will also provide on-going performance monitoring and implement strategies for addressing performance issues.

KEY DUTIES & RESPONSIBILITIES

People Leadership

People leadership responsibilities include but are not limited to:

• Leads a team of individual contributors.
• Assigns, prioritizes and monitors work progress.
• Monitors execution of activities and performance to ensure timely completion and adherence to all requirements including but not limited to operating procedures and practices, quality, performance and contract response requirements.
• Guides, coaches and trains direct reports.
• Provides input for performance review.

Leads the delivery of:

• Oversee and monitor the activities and performance of Customer Service Representatives and Mobile Cleaners within assigned facilities.
• Ensure that activities are performed in accordance with established processes as well as internal and external requirements including but not limited to contract and client requirements, environmental and health and safety protocols.
• Provide, participate and support training, safety meetings, operational meetings, toolbox talks, etc.
• Assist in enhancing client satisfaction and maintaining positive relations through the way work is performed, and services are delivered.
• Review and monitor service level measurements and KPI reports to ensure contract requirements are exceeded. Measure the quality of day-to-day operations and implement strategies and corrective action plans for addressing performance issues when required.
• Manage, prioritize and respond to customer complaints and related service delivery issues while providing operational support with regards to Client concerns/issues, assists in resolution and improving customer, mobile cleaners and team satisfaction ratings.
• Develop and implement training programs aligned with the requirements of internal and external customers.
• Monitor service calls, analyze performance and develop short/long term action plans to improve service delivery.
• Comply with quality assurance program and ensure delivery of services meets the requirements as set out in the contract, complies with BGIS SCS policies and standard operating procedures.
• Responsible for highlighting and following up with the Director on any issues raised within the day-to-day operations.
• Provide feedback regarding operational issues and recurring concerns of mobile cleaners to Regional Operation Managers.
• Other duties as assigned.

KNOWLEDGE & SKILLS

• Related specialized technical or business courses, along with 2 years of relevant experience.
• Superior customer service skills.
• Clear and effective communication skills.
• Strong analytical and problem-solving skills.
• Adaptability to changing environment and process.
• Advanced leadership skills.
• Strong computer navigation comfort level, using multiple windows, monitors and applications simultaneously.
• Strong diplomacy skills.
• A strong sense of ownership and responsibility.
• Strong mentoring skills.
• Attention to details.
• Empathetic towards other limitations, yet effective in driving them to their highest potential.
• Strong change influential skills.
• Microsoft apps: Excel, Words, and Power Point.
• Occasional non-regular shift hours to back up sudden absentees.
• Occasional Weekend on Call during Weekend after a 5-day work week.
• Occasional night hours to support night team.
• 24x7 Accessible to provide occasional support to night shift and to run team meetings.

Licenses and/or Professional Accreditation

• None.

At BGIS SCS 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.