Team Lead, Customer Service (Toronto Hybrid)

Moneris; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading company in Toronto is seeking a Team Lead for Customer Service. This role involves managing a team to enhance customer service and achieve departmental goals. The ideal candidate will have strong leadership skills and experience in customer service roles. The position offers a hybrid work model and various employee benefits.

Benefits

Comprehensive rewards including bonuses

RRSP matching and pension plans

Learning resources including Coursera access

Well-being programs and virtual healthcare

Commitment to Diversity, Equity, and Inclusion

Qualifications

• 3 years in call center or customer service roles.
• 1 year of leadership or management experience.

Responsibilities

• Manage and coach team to meet departmental goals.
• Conduct performance reviews and support staff development.
• Identify process improvements and troubleshoot issues.

Skills

Customer Service Orientation

Leadership

Coaching

Time Management

Problem Solving

Education

Bachelor's degree

Job description

Team Lead, Customer Service (Toronto Hybrid)

Join to apply for the Team Lead, Customer Service (Toronto Hybrid) role at Moneris.

Your Moneris Career - The Opportunity

As a Team Lead, Customer Service, you will be accountable for your sub-team's contribution, managing and driving the delivery of departmental goals. Working with the Manager, Customer Service, you will enhance our customer service value proposition and foster a positive, engaged team culture to ensure Customer Service Excellence in every call.

Location: Toronto, ON (Hybrid model)

Reporting to: Manager, Customer Service

Key Responsibilities

• Provide daily management and coaching to your team, including guiding results, coordinating activities, and monitoring quality and progress.
• Lead by example, conduct performance reviews, and support staff development.
• Maintain KPI targets ethically, including Average Handle Time, Schedule Compliance, Agent Yield, Service Levels, Average Speed of Answer, Attrition, Login Percentage, and Occupancy.
• Coordinate team activities and provide technical coaching to meet daily schedules.
• Support team engagement initiatives through daily interactions.
• Identify process improvements and troubleshoot issues to reduce call volumes.
• Resolve escalations related to employee errors or process gaps and identify root causes.

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• At least 3 years in call center or customer service roles.
• Minimum 1 year of leadership or management experience.
• Experience with call center metrics and resource planning.
• Strong customer service orientation and influencing skills.
• Proven leadership and coaching abilities.
• Excellent time management, organizational, and problem-solving skills.

Preferred Skills

• Bilingual in English and French or Cantonese/Mandarin is an asset.

Benefits

• Comprehensive rewards including bonuses, benefits, and flexible spending accounts.
• RRSP matching and pension plans.
• Learning resources including Coursera access and educational assistance.
• Well-being programs, virtual healthcare, and wellness events.
• Commitment to Diversity, Equity, and Inclusion initiatives.

Learn more about employee perks at Moneris.com/careers.

We welcome applications from diverse backgrounds and encourage candidates from all identities and experiences to apply, sharing transferable skills and experiences.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other