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About the Role

The Internal Messenger Lead is responsible for managing the day-to-day operations of the messenger department, leading a team of staff and backfills, and ensuring high-quality internal service and customer experience. This role includes overseeing mail and package deliveries, maintaining accurate records, coordinating schedules and time off, training new staff, and providing regular reports to management.

Responsibilities

Manage a team and oversee the day-to-day operation in the messenger department.
Execute all functions of the Client Service Associate in the messenger department.
Ensure policies and procedures are always being followed at all times.
Ensure that everyone is providing tenants with high level customer service.
Familiarize oneself with internal service departments such as the Building Office, Security Department, Delivery locations etc..
Follow up on employee requests and make sure they are carried out in their entirety; eagerness to learn new information and adapt to changes as they arise.
Manage the team’s schedule and time off.
Arrange coverage when there is a call-out or schedule Pay Time Off.
Ensure employees’ PayCom timecard is accurate and ready for approval on Fridays.
Train and coach new staff and backfill.
Counsel employee when necessary and keep record of event.
Issue written warnings to employee.
Maintain good communication with Team, Manager and Building office.
Responsible for all Brookfield and SPS documentation and procedures.
Provide Monthly reports to Manager on messenger deliveries Volume.
Execute tenant related requests and inquiries.
Train new staff and backfills.
Ensure all equipment (MSA and IOffice) is operational at all times and report any technical issues when needed.
Update the ops manual and continuity plan as needed.
Send Manager a weekly report of any incident (client complaint, employee challenge, system failure etc.)
Ensure all backfills and new hire signs off on the Rule of Conduct sheet and call out/ PTO policy.
Provide feedback on Backfills.
Order uniforms for new hire after 90 days.
Keep uniform clean during the shift.
Execute yearly performance review.
Provides 5-star customer service to all employees (in all forms of communication).
Performs the initial rough and fine sorts of incoming mail delivered via courier.
Maintains records of daily deliveries in the system and/or log book.
Scans all incoming deliveries once they are logged.
Sorts deliverable items in accordance with the delivery route to ensure maximum efficiency.
Understands privacy rules and do not tamper with packages or documents.
Delivers mail to end users in a timely manner.
Ensures recipients sign for their delivery upon receipt.
Contacts courier/messenger companies regarding status of deliveries.
Maintains the Business Service Center area in a neat and orderly fashion.
Monitors the level of office supplies on the floor and replenishes and orders accordingly.
Proactively seeks out additional work during downtime.
Builds professional relationships with customers and other teams.
Maintains professionalism and composure when interacting with all employees.
Trains back-up and providing guidance on policies and procedures.
Determines what additional support is needed when handling sensitive inquiries.
Provides exceptional customer service to client.
Provides reception or concierge (front of office) or hospitality (back of office) coverage as needed.

Requirements

Ability to lead a team of staff and backfills.
Possess the willingness to learn all aspects of the job.
Self-Motivator.
Communicate clearly and effectively (verbal and writing).
Ability to go above and beyond when necessary.
Must be organized and detail-oriented.
Able to multi-task and handle high volume of both internal and external guests.
Must have strong customer service skills.
Must be computer savvy.
Ability to work assigned work hours determined by the manager.
Analytical abilities and aptitude in problem-solving.
Requires knowledge and understanding of shipping/receiving procedures and ability to comprehend instructions.
Possesses the ability to work independently and is capable of completing projects.
Ability to determine the correct method and packing material as well as validate packing slips for the accuracy of incoming and outgoing materials.
Required to maintain an overall professional appearance and attitude.
Adhere to all policies and procedures required.

Skills

Strong organizational skills
Attention to detail
Multitasking
Excellent communication skills
Customer service skills
Computer savvy
Strong verbal and written communication skills
PC skills MS Office Suite experience
Ability to handle multiple tasks simultaneously
Good organizational skills
Working knowledge of MFD equipment
Ability to comprehend instructions
Ability to work independently
Ability to complete projects
Ability to determine the correct method and packing material
Ability to validate packing slips for accuracy
Excellent organizational and time management skills
Analytical abilities
Problem-solving aptitude
Superb written and verbal communication skills
Computer-based systems knowledge
Professional appearance and attitude
Adherence to policies and procedures

Location

Local travel via foot or public transportation

Work Type

Full-time
Part-time
Temporary

Experience Level

2+ years prior work experience preferred

Education Level

High School Diploma (or equivalent) required

Salary/Compensations

$17.50—$18 USD

Benefits

Medical
Dental
Vision
HCFSA
DCFSA
HSA
Commuter Transit and Parking Pre-Tax Plans
Supplemental Life Insurance
Accident Insurance
Critical Illness
Hospital Indemnity
Legal Program
Identify Theft Protection
Pet Discounts
Pet Insurance
Group Home and Auto Insurance
EAP
Short Term Disability
Life Insurance
Education Discounts
401k w/ matching
Entertainment Discounts
Paid Time Off

About the Company

SPS is a global workplace solutions and business transformation company operating in more than 20 countries.
Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.
Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.

Equal Opportunity

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.
SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.
SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.