Team Lead, Customer Service (Toronto Hybrid)

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

Job summary

Join a leading company as a Team Lead in Customer Service, where you'll manage a dedicated team to enhance service delivery and drive excellence. This hybrid role in Toronto involves coaching, performance management, and fostering a positive team culture. You'll also contribute to process improvements and support key performance metrics, ensuring exceptional customer experiences.

Benefits

Comprehensive Total Rewards Program

RRSP matching & defined contribution pension plan

Unlimited access to Coursera

Employee Assistance Program

Diversity, Equity and Inclusion initiatives

Qualifications

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

Responsibilities

• Provide daily management and guidance to your team.
• Lead and measure staff through coaching and performance reviews.
• Identify process improvements and troubleshoot product issues.

Skills

Leadership

Coaching

Problem Solving

Time Management

Education

Bachelor's degree

Job description

Your Moneris Career - The Opportunity

As a Team Lead, Customer Service, you will be accountable for the contribution of your respective centre sub-team, and for managing and driving the delivery of goals for the centre as set out for the department. Working with the Manager, Customer Service, you will evolve and improve our customer service value proposition. You will foster a positive and engaged culture within your team to drive Customer Service Excellence in each and every call.

Location: You will be based in our Toronto, ON office and will work in a Hybrid model.

Reporting Relationship: You will report to the Manager, Customer Service.

Your Moneris Career - What you'll do

• Provide daily management and guidance to your team, including coaching on achieving results, coordinating activities, checking on quality and work progress.

• Lead and measure staff through example, formal coaching, preparation and delivery of performance reviews.

• Support Call Centre KPIs consistently and ethically – Average Handle Time, Schedule compliance, agent yield, Service Levels, Average Speed of Answer, attrition, log in %, occupancy.

• Lead team activities and coaches on technical aspects of work or domain expertise to meet daily schedules.

• Support team member engagement actions through their daily interactions with team

• Identify process improvements, product troubleshooting and subsequent call reductions program recommendations.

• Ensure all escalations relating to employee error, process gaps and oversights are resolved and root causes identified.

Your Moneris Career - What you bring

• Bachelor's degree required in a related discipline, or equivalent work experience.

• 3+ years of experience in call center or customer service.

• 1+ year of leadership or people management experience.

• Experience with call centre and resource planning metrics.

• Customer service orientation with an ability to influence decision makers to achieve our goals.

• Proven leadership and coaching skills to lead teams with a demonstrated desire to spark and allowing teams to become experts in their respective roles.

• Excellent time management, organizational, prioritization and problem solving skills.

Nice-to-have...

• Bilingual in English and French, or English and Cantonese/Mandarinis an asset.

Your Moneris Career - What you get

• Comprehensive Total Rewards Program including bonuses, flexible benefits starting from day 1, and your choice of either a health spending account (HSA) or personal spending account (PSA)

• RRSP matching & defined contribution pension plan

• Learning & development programs and resources including unlimited free access to Coursera and an Educational Assistance Program

• Holistic approach to your well-being, with an Employee Assistance Program for you and your family, access to 24/7 virtual health care, wellness events and a supportive workplace culture

• A workplace committed to investing in Diversity, Equity and Inclusion (DEI) through multiple initiatives including, employee inclusion groups (EIGs), mentorship, DEI learning and workshops, educational events, and several resources including an internal DEI website and newsletter

Find out more about the work perks and benefits you get as a Moneris employee at Moneris.com/careers

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Note: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.

We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.