Team Lead, National Service Centre

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* This is a 12-month maternity leave contract role for a Team Lead, National Services Centre position based out of our Vancouver offices   
*** About the role
** The primary purpose of the Service Centre Team Lead is to oversee the day-to-day operations and administration of the Colliers National Service Centre. The Team Lead is the point of contact for all daily operations and escalations for the National Service Centre, is responsible for reporting key performance indicators related to workflows, delegates, and supervises the Service Centre Coordinators, is the first point of escalation for concerns, and provides the Service Centre Manager as required.
** Essential Functions and

Job Duties
*** Coordinate the distribution and resolution of phone, email and online tenant service requests. Ensure requests are completed in a timely manner, meeting required service levels.
* Oversee the creation and dispatch of inspection work orders and preventative maintenance work orders.
* First point of escalation for all Service Centre issue inquiries originating from internal and external stakeholders.
* Create and distribute correspondence to Facility Services employees as required.
* Oversee follow-up and review of outstanding work orders and escalate to appropriate parties as required.
* Coordinate the distribution and resolution of phone, email, and online tenant service requests through the Service Centre team. Ensure requests are completed in a timely manner according to required service levels
* Monitor and maintain the call centre dashboard and service levels.
* Coordinate Service Centre training for clients, tenants, and staff.
* Act as the primary liaison for our after-hours partner; communicate after-hours coverage and absences.
* Work with Property Managers on issues pertaining to their portfolio to ensure that property staffing, contact information and escalations are current.
* Prepare Service Centre and CMMS usage reports and dashboards.
* Oversee attendance and vacation tracking and coverage for Building Operators and others and inform regional managers of employee absences to program to CMMS.
* Maintain and track keys in the Service Centre lock box.
* Responsible for training of all Service Centre Coordinators, including current coordinators and new hires.
* Coordinate cross-training for new Service Centre and Real Estate Management Services employees.
* Delegate administration and tasks of the Service Centre to the Service Centre Coordinators.
* Ensure adequate coverage for Service Centre Coordinators and arrange temporary coverage as needed.
* Oversee after-hours procedures and communication with our after-hours partner.
* Oversee and maintain Service Centre marketing collateral (brochures)
* Take lead on property onboarding/offboarding transition projects, including participating and providing updates at scheduled transition project meetings, and upkeep of Service Centre tasks on project using Smart Sheet.
* Other duties as required.
** What you’ll bring
*** Post-secondary degree preferred.
* A minimum of 2 years related experience in a customer service or call centre role, including 1 year of supervisory experience.
* Exhibit a high level of professionalism and excellent interpersonal skills.
* Ability to supervise others and delegate job tasks as required with objectivity.
* Is a role model for others; strong work ethic, leads by example, and inspires others to work toward common goals.
* Possess strong organizational, time management, and project management skills with a demonstrated ability to work both independently and collaboratively within a…