Team Lead, Field Operations

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

Job summary

A leading payment processing company is looking for a Field Service Manager responsible for leading and motivating Field Service technicians. The successful candidate should have over 3 years of customer service experience and at least 1 year in a management role. Key responsibilities include managing team performance, participating in recruiting, and ensuring adherence to quality standards. The role offers a comprehensive rewards program and growth opportunities.

Benefits

Comprehensive Total Rewards Program

Retirement planning support

Growth & development opportunities

Holistic wellness support

Employee discounts

Qualifications

• 3+ years of experience in customer service.
• 1+ years of experience in a people management role.
• Proficient with MS Windows/MS Office Applications.

Responsibilities

• Provide leadership to the Field Service technicians teams.
• Monitor performance and ensure Service Level Objectives are met.
• Participate in the recruitment and selection process of new candidates.

Skills

Customer service experience

People management experience

MS Office proficiency

Communication skills

Organizational skills

Education

College diploma in a technical field or management

Job description

Overview

Your Moneris Career - The Opportunity

Please note that this position requires a valid driver's license and access to a personal vehicle.

Location: You will be based in Toronto or Pickering, Ontario.

Reporting Relationship: You will report to Regional Manager, Field Operations.

What you'll do

• Team and performance management: Provide leadership to the Field Service technicians teams, and motivate them to reach their full potential.
• Monitor performance, daily activities, and call volume trends to ensure Service Level Objectives are consistently met, aligning with our goals.
• Plan and manage team schedules to optimize efficiency.
• Foster a culture of continuous improvement and ensure adherence to all procedures, including processes and work instructions.
• Provide administrative and technical support to team members and other business units.
• Hold regular one-on-one meetings to assess progress and provide feedback.
• Participate in the recruitment and selection process of new candidates.
• Support the onboarding process to ensure smooth integration for new employees.

Quality management

• Perform random ride along with team members, providing feedback and coaching.
• Ensure team meets inventory control requirements.
• Provide ongoing coaching and development to staff including training, implementing disciplinary actions when necessary, and conducting employee performance evaluations.

What you bring

• College diploma in a technical field or in management. Equivalent work experience may be considered a substitution.
• 3+ years of experience in customer service.
• 1+ years of experience in a people management role
• Proficient with MS Windows/MS Office Applications (Word, Excel, SharePoint).
• Excellent communication skills (written and spoken) in English.
• Strong organizational skills and priority management.
• Excellent ability to respond promptly to emergencies.
• Above the average abilities to work and collaborate in a team.

What you get

At Moneris, we believe in empowering you to succeed—personally and professionally. As part of our team, you'll have access to resources, opportunities, and an inclusive environment that supports your development and career.

• Comprehensive Total Rewards Program, including performance-based bonuses, flexible benefits starting from day one, and your choice of a health spending account (HSA) or personal spending account (PSA)
• Retirement planning support, with profit-sharing programs including company match and a defined contribution pension plan
• Growth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace
• Holistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives
• Recognition and rewards, with company-wide recognition programs, exclusive banking perks from RBC & BMO, and access to great employee discounts

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.