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Team Leader, Business Operations
The role reports into the Manager, Business Operations and the successful candidate will provide on floor leadership to the customer service shared services team’s. 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
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
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.
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 acts 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
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)
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