Workplace Experience Supervisor

The role oversees the daily operations of the Workplace Experience Services for sites in Montreal, Ottawa, Quebec City, and Toronto with multiple workplace experience team members, oversees operating policies and procedures ensuring those are aligned with the client's business needs, goals and objectives. The role is responsible to deliver a consistent workplace experience across the multiple locations.

The Workplace Experience team members you would oversee are responsible for providing services for our technology client at their sites in the mentioned locations.

Responds to customer requests and complaints regarding Workplace Experience services.

Provides administrative support including meetings coordination, office and workplace experience equipment care, and supply management

Oversees various buildings and grounds services such as maintenance, landscaping, snow/ice removal and paving at all business units, large departments or work groups.

Monitors, evaluates and purchases miscellaneous services for all areas of Facilities.

Secures necessary operating supplies such as janitorial and maintenance.

Participate in facilities projects by assisting project team and coordinating related efforts between project and Facilities Management teams for renovations and facilities installations.

Required to be on "call" for any emergency situations and issues that may occur during normal business hours and after business hours, weekends and holidays. Coordinate all necessary repairs and services as required.

Ensures CBRE and client records are managed according to policies, procedures, and legal requirements.

Utilizes and maintains integrity of databases and other digital tools associated with service delivery, a requested.

Performs other duties as assigned.

Supervisory

Supervises personnel assigned to workplace experience services, including establishing work schedules, assigning tasks, cross-training staff to perform multiple duties a back-up.

Provides supervision to individual employees. Recommends staff recruitment, selection, promotion, advancement, and corrective action. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.

Assists with Workplace Experience team member and third part service provider on-boarding process, including new employee orientation, training, equipment and software ordering.

Financial Knowledge

Maintains records of costs incurred by workplace team activities. Ensure all billings for business services are invoiced and billed as requires. Seeks ways to reduce costs; implements cost savings programs and procedures to increase efficiency.

Assists manager in preparing Facilities capital and expense budgets, and reviews periodic financial reports and explains variances.

Vendor Management

Maintains relationships with vendors that provide services and goods to the office. Ensures all vendors used have current proof of insurance and contractual documentation in place, per requirements.

Safety

Ensure safety standards are met by those work delivery workplace experience services; whether company employees or third party service providers.

Assist in the completion of the office Business Continuity plan.

Travel

25%. Travel is required to the remote locations to be managedQUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

HS Diploma or GED required. Bachelor's degree (BA/BS) or other relevant vocational training preferred. Minimum of 4 years related (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service)roles preferred. Previous experience with customer service preferred.

CERTIFICATES and/or LICENSES

None

COMMUNICATION SKILLS

Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information. Ability to respond effectively to sensitive issues.
Comfortable meeting and engaging with new people.
Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.

FINANCIAL KNOWLEDGE

Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis.

REASONING ABILITY

Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.

OTHER SKILLS and/or ABILITIES

Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications.

Best candidates will have a genuine interest in in anticipating and serving the needs of others. A warm demeanor and desire to collaborate with others is key.

Physical ability to assist with warehouse operations. Able to lift 50 lbs.

SCOPE OF RESPONSIBILITY

Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause short-term impact to department.

SAFETY

1. Complete at a satisfactory level all required and assigned HSE training
2. Follow all activity policies and procedures, including all HSE related requirements at all times
3. Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.
4. Report any condition which you feel could result in an accident or injury and / or stop work if required

In addition:
1. Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment
2. Maintain and wear at all times required appropriate personal protective equipment (PPE)
3. Apply appropriate material handling techniques at all times,
4. Only operate warehouse equipment and machinery (e.g. pallet jacks, manlifts, etc.) if properly trained, qualified and authorized to do so

As a Supervisor:
1. While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:
a. Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly
b. Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders
c. Support stop work authority when it is exercised in good faith
d. Communicate any / all potential workplace hazards and workplace procedures