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/Mandarin is 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 #LI-Hybrid #OPS-IND 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. Moneris is Canada’s largest provider of innovative solutions for mobile, online, and in-store payments, processing more than one in three transactions. Serving businesses of every size and industry, Moneris offers hardware, software and solutions to help transform the way businesses grow and operate, in payments and beyond. At Moneris, we’re a team dedicated to making an impact, creating growth opportunities, and making connections with our customers and each other. When we work together, we learn from each other to become better problem solvers, better co-workers, and better people. It is through collaboration that we can continue innovating to best meet the needs of Canadian business owners. Moneris.com/careers Join our Talent Community.
