Team Development Manager

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 role 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, including the development/deployment of departmental training material and user acceptance testing.
• Provides Scheduling Dispatchers with guidance and live support with executing service requests, including proper work order processing and dispatching.
• Monitors intraday KPI performance using telephony monitoring tools.

Human Resources Management:

• Conducts regular coaching sessions with each team member to review performance, provide feedback and support their development.
• Motivates Scheduling Dispatchers through recognition, goal setting, and team contests.
• Prepares and delivers formal semi-annual performance reviews to identify personal and professional goals.
• Addresses performance issues with plans that fill 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
• Experience: 3-5 years
• Communication: Involves clarifications, providing instructions, training, and explaining the approach.
• Problem Solving Skills: Requires understanding the nature of challenges, analyzing data, and choosing appropriate actions quickly, sometimes requiring knowledge of 1-3 software applications.

ROLE DIMENSIONS

• Project Management: Leads small, low complexity projects: 1 discipline, same workgroup, same location.
• Problem Solving: Involves understanding challenges, analyzing data, and determining the best course of action quickly.
• Communication: Moderate difficulty requiring explanation, consulting, or elaboration to ensure understanding and collaboration, may involve writing reports and developing presentations.
• Expertise: Deep knowledge in a specialized area.
• Autonomy/Latitude: Works within objectives set by others, with general guidance and result-oriented reviews.

At BGIS, we believe that diversity and inclusion are key business drivers, woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process, providing equal opportunities to individuals of all backgrounds. Promoting diversity is essential to our pursuit of organizational success.