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Operations Centre Team Leader

4 months ago

Adelaide Region SA, Australia BGIS Full time

The **Operations Centre Team Leader **will manage the BGIS Operations Centre workflow to ensure client’s incoming calls are answered, enquiries are responded to and client KPI’s are monitored, and projects are managed in accordance with the requirements.

Using a flexible and adaptable approach the responsibilities include:

- Managing the actioning of client requests for the resolution of their property concerns, rectification of building faults and assisting with client enquiries.
- Providing a first point of contact for all escalations and account enquires in relation to managed contracts.
- The delivery of client’s KPI’s in terms of responsiveness and client satisfaction will be the role’s primary role and focus.
- Notifying staff of any changes within contracts.
- Training new staff on Operations Centre process and procedures.
- Managing day to day centre operations including workflow, staffing levels and Operations Centre enquiries.
- Contributing to and managing the implementation of new innovations within the Operations Centre. This includes managing projects in conjunction with the Operations Centre Manager and other members of the Leadership Team.

**Skills & Experience**
- Strong demonstrated professional communication to achieve client outcomes with professionalism.
- Strong listening skills and attention to detail.
- Proficient in Microsoft Products. Demonstrated experience in learning and adapting new systems and software with speed and accuracy.
- Demonstrated understanding of customer service principles.

**Essential**
- High School Certificate or equivalent.
- Three years relevant call centre experience.
- _Desirable: _Certificate IV or higher in Customer Service or other relevant discipline.

**Culture**

At BGIS, we create safe environments where our people can do their best work. Our team comprises of individuals from many different cultures and nationalities, with a multitude of valued personal and professional backgrounds. We welcome diverse perspectives and are always on the lookout for people who can bring new ways of thinking to our teams.
**Benefits**

BGIS offers Professional Development opportunities, excellent Company Benefits, and an exceptional Employee Recognition Program.

**About Us**

BGIS has over 7000+ employees globally, we are a leader in the provision of facility management, project delivery, energy and sustainability, asset management, workplace advisory, real estate, and technical services. We are focused on delivering innovative service solutions for our clients.

Our organisation manages more than 30,000 facilities, including corporate offices, universities, schools, hospitals, and stadiums, and we are regarded as a world leader in the management of data centres and other critical environments. Our clients come from a diverse range of sectors, such as Defence, Healthcare, Government, Higher Education and Utilities.