Who is BGRS?

At BGRS, we create customized mobility solutions that transform mobility into a driver of recruitment, development and retention. We are proud to be the partner of choice for many of the world’s most recognizable brands, including 35% of the Fortune 100 as well as the governments of the United States and Canada. Our diverse client portfolio represents a variety of industry segments.

BGRS is all about mobility. Come join one of the leading companies in global talent mobility, partnering with some of the largest organizations in the world to keep their employees on the move. We are committed to keeping our own talent on a career growth trajectory by fostering an engaging environment with development opportunities that create success for our clients and you. We support our employees by offering a flexible, innovative environment that allows them to focus on their clients and careers. We look forward to you joining our team and experiencing the power of what talent mobility can achieve.

Role Overview

We are looking for a skilled Team Leader, Planning Sessions to supervise the administration of daily planning sessions as scheduled by our Customers.

Reporting directly to the Manager, Planning Sessions, you will interact daily with team members and/or peers within the functional area. You will effectively supervise your team to ensure quality results for the client, while managing contractual Service Level Commitments (SLC) to our Client.

An excellent Team Leader, Planning Sessions should be an organized, reliable, results-driven professional and have excellent people skills. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Team Leader, you must also have excellent customer service and communication skills. 

This is a great opportunity for a high-energy, results focused professional looking for a challenge within a fast-paced environment.

What You’ll Be Doing

• Supervises the work of employees on the Planning Sessions team, ensuring we are conducting all daily planning sessions as requested by the Customer in required timeframes

• People Management responsibility which includes hiring, setting and monitoring individual performance objectives, performance appraisal process, and providing regular feedback and coaching.

• Proactively identifies problems and assists the team in solving business issues
• Provide strategic leadership, vision and direction to the Planning Sessions Team
• Ensure team’s duties are carried out professionally by answering questions from our Customer(s)
• Provides guidance to Planning Sessions Agents as required based on in-depth knowledge and understanding of a Customer’s full file, including reconciliation requirements and expense submissions
• Conducts regular coaching with Planning Sessions Agents, giving one on one feedback and focusing on continual improvement and employee involvement.
• Develops, manages and motivates a strong, effective Planning Sessions team.
• Ensures that BGRS internal policies and procedures are adhered to and applied by the team
• Assists with the hiring and training of personnel to maintain high customer service standards
• Continually upgrades personal knowledge of the policies along with call center technology and makes improvement recommendations.
• Creates and maintains a healthy and productive environment for their employees, guaranteeing fair, consistent, equitable treatment in a safe environment.
• Collects and gathers statistical data for weekly, monthly, and annual reports for different departments or upper management
• Perform quality assurance checks on employees’ work including regular job shadowing and taking appropriate corrective and preventive measures if required
• Assists Manager, Planning Sessions as required

What You Bring to BGRS

• 2-3 years of Contact Centre Management experience is an asset
• 3+ years providing exceptional Customer Service
• Background in relocation services would be an asset
• Knowledge of Government of Canada contracts, with specializing in Relocation services is an asset
• Strong supervision, analytical, organizational, interpersonal and time management skills
• Experience designing incentives, establishing goals, and managing call centre productivity
• Results-focused and supportive leadership style
• Strong communication skills, written and verbal
• Problem solver who can lead team through crisis situations through rational approach, mature judgment and clear coordination of tasks
• Proven influencing, judgment and decision-making skills with the ability to lead staff
• Exceptional problem solving, conflict resolution and listening skills
• Flexibility to work additional hours as dictated by business needs
• Bilingualism is preferred

Other Information

• Reliability status security clearance granted by CISD, PSPC; the security clearance application will be facilitated via the BGRS Company Security Officer (CSO).

BGRS values diversity in the workplace and is an equal opportunity employer. We are committed to providing an inclusive and accessible environment. We thank all candidates who apply, however, only those selected for a personal interview will be contacted. If you require accommodation, please let us know. We will work with you to meet your needs.

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