Shift Lead (Land) - Internal

Range Group - Job Postings; Toronto; On-site; CAD 60,000 - 75,000; Full time

Job summary

Range Group in Toronto is seeking a Shift Lead to support Travel Support Consultants and daily Land operations. This off-phone leadership role focuses on guidance, queue monitoring, and ensuring consistent process application.

The Shift Lead acts as the first point of contact for frontline staff, helping agents navigate complex cases, clarify next steps, and deliver a consistent customer experience while coordinating with leadership on staffing and SOP updates.

Qualifications

• 2+ years in the travel industry.
• 1+ years of leadership experience is an asset.
• Ability to guide and support frontline staff and improve procedures.

Responsibilities

• Provide timely, clear guidance to Travel Support Consultants on customer issues and escalations.
• Review SOPs before giving process guidance and link resources for agent self-sufficiency.
• Support agents in identifying next steps, ownership, and escalation paths for complex cases.
• Identify recurring questions and process gaps and recommend SOP or training updates.
• Monitor queue activity and service levels and coordinate staffing with leadership.
• Review handovers for accuracy and ensure clear ownership and follow-up.

Skills

Clear communication

Sound judgment

Organization and prioritization

Problem solving

Conflict resolution

Technical proficiency

Tools

Twilio

Microsoft Excel

SharePoint

ServiceNow

Job description

Application Deadline: Friday, October 23rd

Schedule: Tuesday–Saturday, 1 p.m. – 9 p.m. ET
Schedule Flexibility: Flexibility to adjust working hours occasionally to cover planned absences or operational gaps is required.

About the Role

We are seeking a dedicated and proactive Shift Lead to support our Travel Support Consultants (TSCs) and daily Land operations. This is an off-phone leadership role focused on providing timely guidance, monitoring queues, reviewing handovers, and ensuring consistent application of our processes.

The Shift Lead will be a first point of contact for frontline staff, helping agents navigate complex situations, clarify next steps, and deliver a consistent customer experience.

Experience: 2+ years in the travel industry. Previous leadership experience of 1+ years is an asset.

Key Responsibilities

TSC Support and Process Guidance

• Provide timely, clear, and actionable guidance to TSCs on customer issues, escalations, and operational questions.
• Review relevant SOPs before providing process guidance and link resources so agents understand where to find answers.
• Support agents in identifying the appropriate next steps, ownership, and escalation path for complex cases.
• Identify recurring questions and process gaps, and recommend updates to SOPs, job aids, or training materials.
• Document and

Operational Oversight

• Monitor queue activity, service levels, and staffing coverage, and coordinate with leadership when adjustments are needed.
• Review handovers for accuracy, completeness, appropriate follow-up timing, and clear ownership.
• Support handover allocation and cross-shift communication to maintain continuity.
• Review ServiceNow tickets and provide feedback on documentation, follow-up actions, and process adherence.
• Keep leadership informed of operational concerns, recurring errors, and escalation trends.

Team Development and Department Collaboration

• Provide ongoing support and feedback to new and existing TSCs.
• Complete assigned file reviews and support coaching and quality improvement initiatives.
• Lead huddles and reinforce process updates to help agents apply changes consistently.
• Collaborate with Senior Managers and Travel Support Managers to identify gaps and improve department processes.
• Share frontline feedback with leadership and follow through on agreed actions.

Additional Accountabilities

• Assist the Director and Managers with projects, reporting, and administrative tasks as needed.
• Coordinate departmental updates and maintain supporting resources.

Technical Skills

• Experience with Twilio or similar tools for queue monitoring and call review.
• Proficiency in Microsoft Excel and SharePoint.
• Working knowledge of ServiceNow.

Performance Measures

• Accuracy and consistency of guidance: Advice aligns with current SOPs and provides clear next steps.
• Timeliness of support: Agent questions and operational concerns receive timely attention.
• Operational oversight: Queue risks and coverage concerns are identified and addressed promptly.
• Handover and documentation quality: Reviews support complete, accurate records and clear follow-up ownership.
• Process improvement: Recurring issues are identified and addressed through feedback, training, or resource updates.

Skills and Competencies

• Clear communication and sound judgment.
• Organization and prioritization.
• Problem-solving and conflict resolution.
• Technical proficiency and data analysis.
• Adaptability and cultural awareness.
• Ability to guide and support others.