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

This position reports to the Director, Business Operations and is responsible for the day to day operations of various customer service shared services teams.  The role carries responsibility for high levels of customer service, operations management, metric reporting, escalation management, and survey and stakeholder management. This successful candidate is expected to work with teams in multiple locations across the globe including the US and Canada.

This position requires a diverse individual who has demonstrated the skills of being a process owner, driving operational and service excellence. This position will need to hire and train staff, and ensure smooth running of operations without any service breaks. Need to assist the Director with metric reporting, Business Continuation Planning (BCP) and should actively collaborate with the Workforce management teams for staff planning and headcount budgeting.

The successful candidate will possess superior collaboration skills and successfully work with all levels and departments in the organization including but not limited to Client Services, Information Technology and Client Accounting/Finance.  

What You’ll Be Doing

• Extend support to the Director, Business Operations in developing and managing all deliverables needed to establish new teams including detailed project plan/timeline, action logs, meeting notes, hiring, process/ procedures etc.
• Work with functional leadership and IT to implement the contact center technology, in line with the requirements of the functions in the experience center.
• Work with the functional Director around process analysis, design/redesign of processes to ensure that they are customer and client focused, consistent, effective and efficient and in compliance with BRGS standards
• Provide necessary inputs to the leadership to help build operations metrics and reporting to assess and monitor implementation efficiency and performance results.
• Manage day to day operations across all aligned teams, ensuring all defined SLAs are met.
• Guide and support the Team Leads to efficiently manage operations and resources.
• Ensure surveys are send out at regular intervals
• Analyze the survey feedback and develop improvement plans as necessary.
• Work with Team Leads to successfully implement improvement plans.
• Work with cross functional stakeholders to ensure smooth running of day to day operations and for additional projects including but not limited to transitions, new client on boarding, process enhancement, automation etc.
• Address escalations timely and with professionalism with a client \ customer mindset:
  • Resolve Client complaints and problems that are critical in nature, which may have an impact on the business.
  • Identify and understand customer needs and address them in a timely manner
  • Communicate problem resolution and outcome with appropriate stakeholders, identifying organizational learnings for ongoing improvement in the business process.
• Serves as a resource for problem resolution, training and team building
• Embrace change and support the team through change management

Management

• Responsible for managing employee’s performance including the timely completion of all talent processes.  Conducts Goal Setting, Mid-Year Check-Ins, Annual Appraisals and all other aspects of the Talent Management process for direct reports. Provide Employee feedback in monthly (at a minimum) 1:1 session: Honestly evaluate, document, and discuss each direct report's progress toward objectives and achievement of results on a monthly basis.
• Regularly conduct skip level meetings and address any concerns on a priority
• Provide appropriate rewards and recognition for achievement of stated objectives
• Ensure appropriate succession plan is completed and updated on an annual basis
• Ensure adequate staffing, resources, training and coaching
• Identify opportunities to reduce cost while providing consistent level of support
• Maintain transparency to management on workload, utilization and capacity
• Regularly report out on SLAs against actual

What You Bring to BGRS

• 8 to 10 years of industry experience with at least 5 years in a people management role
• University degree
• Experience in a contact center environment preferred, but not required
• International experience
• Experience in process and \ or project management
• Ability to work with minimal direction, be organized, have the ability to prioritize commitments and projects.
• Help drive the team to deliver in line to the organization’s operational goals.
• Outstanding communication, presentation, problem solving skills and responsive to inquiries/requests
• Excellent collaboration and relationship building skills
• Flexibility to work outside normal business hours and if needed in shifts as well
• Proficient in Microsoft Windows environment (Excel, Word, PowerPoint, SharePoint, Visio)

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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