BGRS develops and implements comprehensive talent mobility solutions for corporate and government clients worldwide. With deep industry experience and unparalleled insights on the future of talent mobility, we enable our clients to craft mobility programs that will empower them to attract, retain and develop top performers.

Role Overview:

We are looking for a skilled Team Leader, Advisory Services to supervise daily operations and personnel aiming for maximum efficiency regarding relocations services for our clients. This is a great opportunity for a high-energy, results focused professional looking for a challenge within a fast-paced environment. At BGRS, success is achieved through a highly collaborative, process driven, team focused approach to doing business!

Reporting directly to the Manager, Advisory Services, you will interact daily with team members and/or peers within the functional area.  You will effectively supervise your team and processes to ensure quality results for the client, while monitoring and conducting customer needs assessments while keeping employee morale.

An excellent Team Leader, Advisory Services must 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.  As well, strive for excellence by leading information sessions, team huddles, coach, nurture and seek out future talent.

You also have the drive to ensure the continuance of business while creating a culture that is positive and employee centric.

Primary Responsibilities:

• Provide direction, leadership, vision and knowledge to the Advisory Services Team
• Supervises the work of employees engaged in the advisory services team, maintaining related files and logs, and checking eligibility of relocation services for our client(s).  Proactively identifies problems and assists the team in solving relocation/policy and other business issues
• Provide strategic leadership, vision and direction to the Advisory Services Team and ensures adherence to relocation policy matrix
• Ensure team’s duties are carried out professionally by answering questions from our client(s).
• Maintains a quality system, which will be conducted by coaching, one on one feedback and focuses on continual improvement and employee involvement.
• Develops, manages and motivates a strong, effective advisory services team.
• Ensures that BGRS internal policies and procedures are adhered to and applied by the team. 
• Interacts daily with employees to ensure that all team members understand their expectations and their importance to the program. 
• Assists with the hiring, coaching and provide training to 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 associates, guaranteeing fair, consistent, equitable treatment in a safe environment.
• Collect and gather statistical data for weekly, monthly and annual reports for different departments or upper management
• Ensure all process documentation is updated regularly with any changes while working with the Learning and Development department
• Determine employee job standards and performance expectations
• Assists Manager, Advisory Services as required
• Perform quality assurance checks on employees work including regular job shadowing and taking appropriate corrective and preventive measures if required

Qualifications:
 
• 2-3 years of Contact Centre Management experience
• 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
• Strong supervision, analytical, organizational, interpersonal and time management skills
• Experience designing incentives, establishing goals and managing call centre productivity according to metrics
• Committed to tightly managing daily goals and handling client escalations
• 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
• Provides leadership and coaching to drive performance with the team
• 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 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.