Gestionnaire de la formation des équipes

Job Description

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 Dispatch Centre is a critical environment within BGIS ITS, responsible for receiving and dispatching facilities service requests for its clients – 7/24/365. Currently, the Operations Centre provides facilities management support to over 40 clients across different industries and handles over 720,000 service requests a year. The work environment is fast-paced, and client-service focused.

The Team Development Manager leads a team of Scheduling Dispatchers – Dispatcher II’s and is responsible for their performance and development through regular coaching and formal performance evaluations.

The Team Development Manager contributes to the achievement of Departmental KPI and productivity targets. The TDM is required to provide support to the Dispatch Centre,

Specific responsibilities include, but are not limited to, participating in the recruiting, scheduling, training, handling inbound service requests, projects, and client transitions.

Key Duties & Responsibilities

Financial and KPI Control

• Monitors the daily deployment of Scheduling Dispatchers resources in Realtime to ensure all KPI and non-KPI client queues are properly managed and serviced.
  
  
  

Client Support

• Interacts regularly with BGIS Facility Managers, technicians, service providers and landlords in the delivery of FM services to BGIS client sites.
• Provides additional support receiving and dispatching client service requests, as required.
• Adheres to BGIS ITS, processes and operating procedures when executing all work-related tasks.
• May be required to demonstrate BGIS ITS capabilities to prospective or existing clients.
• Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner.
  
  
  

Project Support

• Assists with various tasks during the pre and post go-live phases of New Client transitions. These activities include the development/deployment of departmental training material, user acceptance testing during the work order management module development cycle, set up of the telephony queues and reporting.
• Provides Scheduling Dispatchers with guidance and live support with properly executing service requests including activities such as proper work order processing, dispatching and the communication of information.
• Monitors intraday KPI performance using telephony monitoring tools.
  
  
  

Human Resource Management

• Conducts regular coaching sessions with each team member to review overall performance, provide feedback and support their overall development.
• Motivates Scheduling Dispatchers through consistent recognition, goal setting, and team contests and by generally fostering a positive environment
• Prepares and delivers formal semi-annual performance reviews during which personal and professional goals are identified and career development plans are generated.
• Addresses any performance issues with appropriate plans that address any knowledge and skill gaps along with an improvement plan
  
  
  

Work Availability Requirements

• 7/24/365 environment requiring open availability; rotating shifts between 7:00am and 8:00pm.
• Weekends and holiday work assigned on a rotational basis.
• On-call requirement on a rotational basis
• May be required to work overtime
  
  
  

Knowledge & Skills

Education

College Diploma / Trade School

Certification, Licenses None Required

Experience 3-5 years

Communications skills Communication involves some clarifications or addressing the service requests, providing instructions, training, explaining the approach.

Problem solving skills Work requires understanding the nature of the challenge, analyzing the data and addressing it by choosing the most appropriate course of action. Sometimes the course of action needs to be determined very quickly, and solutions might require knowledge of 1-3 software applications.

Role Dimensions

Project Management Leads small, low complexity projects: 1 discipline, same workgroup, same location.

Problem Solving Work requires understanding the nature of the challenge, analyzing the data and addressing it by choosing the most appropriate course of action. Sometimes the course of action needs to be determined very quickly, and solutions might require knowledge of 1-3 software applications.

Communication Communication involves a moderate degree of difficulty, requiring explanation, consulting or elaboration in order to ensure mutual understanding, participation and/or collaboration with others, may negotiate terms of subcontracts. May need to write reports, technical reviews, conclusions and develop presentations.

Expertise Deep knowledge in a specialized area

Autonomy/ Latitude Occasionally verified: Performs within the objectives set by others. Decisions relate to the best course of action to achieve a desired outcome, including selection of work methods. Supervisor tends to provide general guidance only and work reviews generally pertain to results rather than processes.

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!