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Bilingual Facilities Services Coordinator Ii

2 weeks ago

Toronto, Canada BGIS Full time

Who We Are

SUMMARY

The Bilingual Facilities Services Coordinator II is responsible for ensuring quality control targets and service level agreements are met within their respectively designated timeframes. This position will assist in day to day operational issues as required.

KEY DUTIES & RESPONSIBILITIES
- Responsible for receiving service requests and accurately capturing and prioritizing all client requirements; all service requests are tracked throughout their entire life cycle to measure service delivery
- Provide operational support to Facilities Services Coordinator I with regard to operation centre concerns/issues which assists in timely resolution and improving customer and team satisfaction ratings; remain up to date on systems within in the operations centre
- Measure service levels and work order life cycles for service requests within their region and escalate any service delivery issues to the Operations Centre Team Lead/Team Development Manager
- Ensure delivery of services meet the requirements set out in the contract and comply with the quality assurance program, BGIS policies and standard operating procedures
- Responsible for highlighting and following up with the Operations Centre Team Lead/Team Development Manager on any issues raised within the day to day operations
- Coach and support team of Facilities Services Coordinators with day to day operations; assist with providing the FSC team required feedback/training
- Audit daily work duties to ensure completion of team responsibilities
- Other duties as assigned

Work Hour Availability Requirements
- Environment operates 7 days a week, 24 hours a day, 365 days a year
- Rotating shifts between 6:00am and 11:00pm
- Weekend and holiday work availability on a rotational basis
- May be required to work overtime

KNOWLEDGE & SKILLS
- Demonstrated language proficiency (both verbal and written) in English and French and/or Spanish, including proper grammar, spelling and punctuation. Clear and effective communication skills in all languages
- Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance, an asset.
- Strong customer-service orientation and customer service skills.
- Demonstrated ability to gather information, accurately assess issues and assign level of priority; effective probing and problem solving skills.
- Demonstrated organizational skills.
- Ability to sustain concentration over a prolonged period of time and pay attention to details.
- Strong demonstrated computer proficiency including solid keyboarding skills and strong understanding of Microsoft Office
- Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.
- Effective leadership skills

Licenses and/or Professional Accreditation
- None required

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success