Team Lead, Field Operations (Pickering)

Moneris; Pickering; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading payment processing company in Pickering is seeking a Field Service Supervisor to lead a team of technicians. This role involves overseeing team performance, managing schedules, and ensuring adherence to policies. The ideal candidate has a technical diploma, strong leadership skills, and experience in customer service. The company offers a comprehensive rewards program, professional development opportunities, and wellness support.

Benefits

Performance-based bonuses

Flexible benefits

Retirement planning support

Holistic wellness support

Qualifications

• 3+ years of experience in customer service.
• 1+ years of experience in a people management role.
• Excellent ability to respond promptly to emergencies.

Responsibilities

• Oversee and evaluate the team's workload and performance.
• Monitor performance and ensure Service Level Objectives are met.
• Provide ongoing coaching and development to team members.

Skills

Leadership

Communication

Organizational Skills

Education

College diploma in a technical field or in management

Tools

MS Windows

MS Office Applications

Job description

Your Moneris Career - The Opportunity

You will organize and coordinate the activities of a team of Field Technicians. You will oversee and evaluate the team's workload and performance, ensuring alignment with operational goals and requirements. As a front-line supervisor, you will also ensure your team follow our policies and technical procedures. Additionally, you will be a mentor, promoting a positive and collaborative team environment. With a strong work ethic, an optimistic attitude, you will inspire and motivate your team members.

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

Location: You will be based in Pickering, Ontario.

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

Your Moneris Career - 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.

Your Moneris Career - 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.

Your Moneris Career - 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.