Team Lead, Workplace Ambassadors

SUMMARY

The Workplace Ambassador Team Lead oversees a team of (Workplace Ambassadors) and is a key coordination point that champions the program ensuring consistent program delivery across multiple floors and buildings. TheWorkplace Ambassador Team Leadis responsible for transitioning new hires into the program and coordinating back-up support during vacations and other absences.

KEY DUTIES & RESPONSIBILITIES

Daily Activities

• For day-to-day work activities takes direction from the BMO CRE Senior Manager or CRE Manager.
• Takes direction from the BGIS Manager as it relates to BGIS processes/procedures.
• Meets regularly with BGIS Manager to ensure alignment and understanding of account deliverables.
• Maintains full understanding and knowledge of the Concierge Services program deliverables.
• Maintains full understanding and knowledge of the Bee Clean contract. Arranges for backup support as required in Edmonton Halifax and Toronto.

Team Member Support

• Updates the BMO vacation tracker as required and makes decisions about coverage.
• Maintains a spreadsheet that tracks BGIS team member absences vacation illness floater flex days.
• Understands HR policies and how to apply them as they relate to vacation floater flex days in or to provide guidance to the team.
• Reviews timesheets to ensure they are accurate and submitted in a timely manner with all appropriate documentation attached.
• When requested prepares reports spreadsheets meeting minutes as required. These include but are not limited to: Work Order Volume & Status Report Team Absence Tracking Spreadsheet Team Meeting(s) Minutes and Team Performance/Feedback.
• Provides feedback to BGIS Manager regarding team members performance as required for annual performance reviews.
• Individual resides at the reception desk on the executive floor. Answers phone calls greets visitors and directs or escorts individuals to meeting spaces on the floor.

KNOWLEDGE & SKILLS

• College diploma or equivalent with 1 to 3 years demonstrated experience.
• Superior customer service skills.
• Strong diplomacy skills.
• Clear and effective communication skills.
• Ability to multi-task and work well under pressure while maintaining a high level of accuracy.
• Manage deadlines effectively in a professional manner.
• Good team leadership skills with ability to exercise sound judgment and provide direction to BGIS team members.
• Portrays a positive can do attitude with a sense of urgency and prompt response.
• Pro-active approachable and solution - focused.
• Occasional requirement to travel between buildings within the GTA to attend meetings and provide on-site support.