Team Lead

3 weeks ago

Brampton, Canada Activate Games Full time

**DESCRIPTION OVERVIEW**

Are you all about the future of gaming? Do you LOVE talking with people? Activate is looking to hire a Team Lead to join our team

Activate is Canada’s first full-scale interactive gaming facility. As a Team Lead, your primary responsibilities are to ensure customers receive a positive experience during their visit to Activate and to oversee all staff on shift, providing them with guidance and assistance as needed. The Team Lead at Activate works under the direction of the Store Leader. They have overall expectations to lead by example and model behaviors around attendance, attitude, and attention to detail.

There are no direct reports for the Team Lead; however, they are instrumental in the development and success of both employees and the customer experience.

**SUMMARY OF DUTIES AND RESPONSIBILITIES**

Leadership
- Lead with knowledge, maintaining a key focus on customer success
- Coach and foster relationships with incoming potential customers, existing employees and management
- Train new employees/set up an effective training process for new employees
- Oversee staff and delegate tasks; supporting them throughout the scheduled shift
- Conduct performance evaluations for staff
- Liaise between staff and upper management (information going both directions) to ensure staff are aware of, and updated on changes
- Facilitate solution minded processes for customer questions, complaints and issues lead and emulate Activate values

Office Management
- Support facilitators by performing manager overrides at check-in;
- Responsible for daily financial reporting including organize and complete daily cash out sheets accurately, create and receive invoices, receive delivery packages, and take payments from groups
- Resolve customer complaints and escalate to the general manager if necessary;

Maintenance and Inventory
- Identify and make repairs/workarounds in the event of a malfunction;
- Identify opportunities to improve design or games when possible;
- Maintain the rooms by delegating cleaning, painting, and any required maintenance;
- Maintain room inventory and spares;
- Track and maintain inventory for all merchandise and vending products;

Facilitation
- Be professional in language, in thought and in action
- Exemplify excellence in facilitation, giving customers a great experience from entry to exit
- Be attentive to the groups;
- Set an example to other facilitators in providing a good customer experience
- Troubleshoot with other facilitators in room needs/demands
- Check-in customers and provide support to front desk staff as needed

**EDUCATION & QUALIFICATIONS**
- 1 year of Supervisory Experience and 2 years of Customer Service Training or Retail Customer Service training with combined experience
- Proficient in Microsoft Office and related software
- Experience in being handy and being creative to solve problems
- Proven ability to keep pace with ideas and changes
- Demonstrated collaborator and able to work with teams
- Must be willing and able to work evening and weekend shifts, as required
- Shifts start as early as 9am and end as late as 1am. Shifts will run for a maximum of 8 hours per day.

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