Development Team Manager*

BGIS is a leading provider of customized facility management and real estate services. With a combined team of over 10000 professionals worldwide we relentlessly focus on enabling innovation through the services we deliver. We actively seek new opportunities that drive innovation for our clients businesses. The Team Development Manager will be responsible for participating in the recruiting scheduling training developing and mentoring of a team of Facility Services Coordinators (FSCs). The incumbent is responsible for the performance and development of each FSC and/or FSC II on their team including improving productivity and quality through regular coaching. The TDM is required to provide support to the Operations Centre team in English and/or French/Spanish .
Act as a coach and resource person for Facility Services Coordinator regarding BGIS contracts and services (10-15).
Complete and review Coaching and Performance Planner for each FSC.
Complete and review Career Development Planner (Optimizer) for each FSC (quarterly).
Through regular performance meetings set goals and track the progress of each FSC. Identify training needs and performance gaps.
Execute performance plans for FSCs who are not meeting targets including progressive disciplinary steps.
Complete and review Productivity Tracking Sheets review Attendance Tracker review Quality Monitoring reports.
Motivate FSCs through consistent recognition goal setting and team contests and by generally fostering a positive call monitoring for the purpose of coaching and quality improvements.
Conduct customer service training.
Process service requests (via phone web and email) as required.
Provide direction to FSCs on handling of complicated facility management situations
Interact regularly with BGIS Facility Managers technicians service providers and landlords in the delivery of FM services to BGIS client sites.
Work in conjunction with the Workforce Manager to review and monitor service level measurements (GOS) to ensure contract requirements are exceeded; measure the quality of day to day
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 to FSCs
with regard to Operation Centre concerns/issues which assists in timely resolution and improving customer and team satisfaction ratings
rotating shifts between 6:00am and 11:00pm.

• Weekends and holiday work availability on a rotational basis.
• Will be required to work overtime upon occasion

Knowledge of facilities/property management an important asset
Community college diploma or equivalent training (e.g. Minimum of 3-5 years of relevant work experience
Excellent oral and written communications skills (French is a requirement when position is designated as bilingual).
Demonstrated leadership and people management skills.
Strong understanding of Call Centre performance metrics.
Ability to work independently with little or no supervision.
Adaptable to change and good at managing stress.
Proficient in Microsoft Word Excel PowerPoint as well as Brookfield Global Integrated Solutions internal systems.
Upon request for accommodation we will consult with the applicant in question and provide or arrange for the provision of suitable accommodation in a manner that takes into account the applicants accessibility needs due to disability.