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 role is responsible for the day to day operations of the contact center. This individual will monitor performance and key service delivery metrics and ensure appropriate level of staff to cover business needs. Will manage work queues with managers to ensure work is distributed appropriately. Will ensure necessary systems and processes are in place to support the contact centre operations. Will ensure that industry best practices are implemented.
 

What You’ll Be Doing

• Key member of the management team and contributor in the achievement of corporate strategic goals and objectives.

• Oversee day-to-day activities of service delivery of the contact center

• Leading change and driving innovative thinking

• Continually deliver value by bringing insights and benchmarks at the forefront of industry performance

• Cascade strategic plan and company goals into functional objectives for direct reports

• Develop, enhance and optimize operational road maps

• Track and report on achievements

• Establish credible and realistic targets for the operations team

• Empowers others to take initiative and make decisions in their area of accountability

• Aligns with and supports other staff functions in the development and implementation of short-term and long-term plans to meet business objectives.

• Provides leadership, mentorship and guidance to staff.

• Promotes a work environment of open communication; support and encourage employees to forward suggestions for improved workplace processes

• Lead the operations strategic planning and budgeting processes and execute operating plans to achieve high levels of profitability and to promote company initiatives.

• Understand the Client Policies and Service Level Commitments, to provide strategic oversight and direction to direct reports

• Proactively advise the leadership team about contact center performance, recommendations for improvements and analysis of all statistics.

• Establish KPIs, plans, goals and metrics to recommend new operational processes in leading the organization to meet customer quality and delivery expectations.

What You Bring to BGRS

• Minimum of 10 years of experience in a leadership role, with in depth knowledge of the operational functions leveraging modern technology

• Experience in delivering services via online support including self-serve portals, chat, text message and emails

• Bilingual (English/French) is preferred

• Transformational leadership

• Experience in a contact center environment strongly preferred

• Demonstrated ability to lead and motivate an organization in support of operational goals.

• Ability to be part of and develop a strong team work environment that promotes individual and team success is essential.

• Excellent communication, presentation and interpersonal skills.

• Exceptional people engagement skills and a superior ability to develop talent

• Strong customer service focus.

• High energy level required.

What BGRS Offers

• Competitive salary and incentive plans
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development

Other Information

• Reliability status security clearance granted by CIISD, PWGSC; the security clearance application will be facilitated via the Brookfield GRS–GS 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.