BGRS Looking for Team Leader, Business Operations at Ottawa, ON Full Time

At BGRS, we move the people that move the world, enabling opportunities by connecting people and places.

We relocate people across the globe, supporting and guiding their journey by administering benefits on behalf of our clients. Synchronized with our clients for success, we transform mobility programs into a means of recruitment, development, and retention of talent. Our client partners include some of the largest global organizations, as well as mid-tier growth companies and government agencies. As a leading company in global talent mobility, we are committed to fostering an engaging, flexible, and inclusive environment that encourages growth and collaboration. We look forward to welcoming you to our team where you can experience what partnership and talent mobility can achieve.

Role Overview

The role reports into the Manager, Business Operations and the successful candidate will provide on floor leadership to the customer service shared services teams. The position will be responsible for ensuring day to day service delivery without any service breaks to our customers and clients. The position is expected to provide functional leadership, process clarifications and performance management of the team and team members,

The role carries responsibility for high levels of customer service in a fast-paced environment. The successful candidate will possess superior collaboration skills to successfully work with stakeholders including but not limited to Client Services, Supply Chain Management and Client Accounting / Finance.

**In response to the COVID-19 pandemic all interviews are being conducted virtually.

If selected for an in-office position, you will work remotely while BGRS operates under mandatory telework.

What You’ll Be Doing

Customer Service

• Superior ability to Identify and understand customer needs and address them in a timely manner
• Address escalations timely and with superior professionalism with a customer client mindset
• Adhere to the BGRS core competencies at all times

Tasks

• Manage and resolve escalations timely (initial acknowledgement within 24 hours)
• Monitor customer inquiry channels regularly to ensure resolution within the defined service level agreement (SLA)
• Ensure all service level data elements are timely and accurately entered into our operational database
• Ensure appropriate work allocation to achieve the highest level of service
• Write and maintain all operational procedures and review departmental processes on a quarterly review cycle
• Implement the action / improvement plan as derived based on the survey results,
• Conduct training with all new hires and on new processes and provide refresher training on an as needed basis
• Ensure all interactions and transactions are accurately and timely documented in the ticketing / tracking systems and business operations systems for full transparency.
• Recommend process improvements changes based on business objectives
• Identify opportunities for automation and improved efficiencies and work with the management team to implement
• Resolve technical issues and defects of varied scope and complexity
• Projects and / or tasks as assigned by supervisors
• You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation

 Management

• Be the face of operations for internal and external customers.
• Manage on floor operations ensuring discipline and professionalism within the team, while delivering superior service to customers / clients
• Own, run and manage daily reporting for operational effectiveness
• Establish meaningful performance objectives that align with organizational strategy
• Provide Employee feedback in monthly (at a minimum) 1:1 sessions: Honestly evaluate, document, and discuss each direct report’s progress toward objectives and achievement of results on a monthly basis.
• Focus on continual improvement of people and process.
• Perform mid-year and annual performance appraisals
• Does not let performance problems linger and takes action promptly
• Work with leadership and Workforce Management teams to ensure adequate staffing, resources, training and coaching
• Provide inputs for nominations from the team for appropriate rewards and recognition for achievement of stated objectives
• Effectively manage upward and downward communication
• Respond positively to evolving and changing business environment by both seeking and incorporating feedback and demonstrating the ability to adapt, while keeping a positive attitude

What You Bring to BGRS

• Bachelor’s degree
• 6 years of experience in business operations in a contact center / support desk environment with at least 2 years leading a sizeable team.
• Experience in multichannel communication environment
• Excellent communication skills (both written and verbal)
• Multilingual (French, Russian, Japanese, Italian, Spanish) is an asset
• Knowledge of relocation industry preferred, but not mandatorily required
• International experience will be an added advantage
• Demonstrate high level of customer service and operational excellence
• Ability to multi-task and prioritize in a fast paced environment
• Ability to collaborate successfully with employees from other departments
• Proficient in Microsoft Windows environment (Excel, Word, PowerPoint, SharePoint)
• Career oriented individual looking for a long term association.
• You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.

What BGRS Offers

• Competitive salary and incentive plans
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development

Follow BGRS

Equal Employment Statement

BGRS’s global workforce welcomes and encourages growth, innovation, and sharing of perspectives and ideas. We value diversity in the workplace and are an equal opportunity employer. We are committed to providing an inclusive and accessible environment. To learn about Diversity, Equity and Inclusion at BGRS, please visit our website. We thank all candidates who apply, however, only those selected for a personal interview will be contacted. If you require accommodation during the recruitment process, please let us know. We will work with you to meet your needs.

Les effectifs de BGRS à l’échelle mondiale apprécient et encouragent la croissance, l’innovation et le partage des perspectives et des idées. BGRS accorde une grande importance à la diversité dans le milieu de travail et est un employeur adhérant aux principes d’égalité. Nous nous engageons à offrir un environnement accessible et inclusif. Nous remercions toutes les personnes qui posent leur candidature. Cependant, nous communiquerons uniquement avec les candidats retenus pour une entrevue individuelle. N’hésitez pas à communiquer avec nous si vous avez besoin d’un accommodement pendant le processus de recrutement. Nous travaillerons avec vous afin de répondre à vos besoins.