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Team Leader, Supporter Operations

4 months ago

Mississauga, Canada World Vision Canada Full time

Are you looking for more than a job? At World Vision Canada we offer challenging careers that change the lives of children all over the world and it will change yours too. Come and be part of a team of 400 Canadians with a vision for the world: Life in all its fullness for every child.

You will experience Christian faith in action helping to make real and lasting change in the lives of the world’s most vulnerable children. Join the World Vision Canada team and be part of a powerful and effective force for good:
For Children. For Change. For Life.

**Position**: Team Leader, Supporter Operations

**Reports to**: Manager, Shared Services

**Position Term**: Full Time Permanent

**Primary Location**: Mississauga, Ontario, Canada

**Workplace Type**: Hybrid (within GTA)

**Responsibilities**:
1. Team Leadership
- Conduct Performance Appraisals on time.
- Provide feedback/information to staff in monthly team meetings.
- Participate in the larger Team’s Quarterly Meetings.
- Follow up on Day Force requests, add extra hours or send form for any personal/Payroll changes.
- Report on a regular basis with the Manager on one on one meetings and help to provide accurate reporting.
- Help staff with problem solving in their day to day work by looking at out of the box solutions.
- Backup to Manager during holidays/sick days.
- Back up to Process Facilitator and back up to staff for the Daily/Weekly Reports.

2. Lead in the development and utilization of Supporter Operations Staff.
- Coach and mentor staff within the team by training them, providing feedback, helping them to develop their skills ensuring they have the tools to do their job well. Follow up on staff errors that are identified and provide feedback on them so that an error rate of 98% is achieved.
- Train (and checking work of) temporary staff, new hires and staff returning to work after a long period of time.
- Create work-around procedures for staff to mitigate broken processes (due to innovation or new learnings).
- Cross-train staff occasionally to ensure sufficient coverage/expertise in all tasks.

3. Achieve Service Level Agreements and expected Quality Results.
- Maintain or exceed the service level agreement for their team by reviewing and prioritizing workload.
- Review productivity standards and prepare throughput reports for staff.
- Assist with the staff work/tasks during the busy Quarter One and as needed.

4. Improve Business Effectiveness and Efficiency.
- Along with staff, find innovative ways to work Smarter Not Harder.
- Review processes and procedures, create job aids, refresher trainings, etc.
- Troubleshoot when team has computer/CRM/DCSS problems and escalate to T & I if required.
- Reactivate/Unlock LAN/DCSS for team.
- Identify and escalate glitches (work-items, Creditron, DCSS, CRM) and help our partners to resolve.
- Create templates for various reports, beginning every fiscal year (Checking, Stats. sheet, Merges, Throughputs etc.).

5. Collaborate with other leaders in the Organization/3rd party vendors
- Support various Marketing Campaigns by looking at different ways that the work can be processed
- Provide feedback to Marketing and/or 3rd party vendors of how processes are coming along.
- Collaborate with T&I for more automation in the respective areas.

6. Other
- Box, label and archive our documents in/from the warehouse for a period of 7 years.
- Retrieve documents that have been archived for corrections, refunds and/or audit purposes, as and when required.
- Monitor and order stationery as and when required.

**Qualifications**:

- College diploma.
- Data entry skills - both alpha and numeric.
- Excellent phone skills.
- Experience Leading Teams in Customer Service.
- Knowledge of Excel/Word and PowerPoint.
- Attention to detail.
- Ability to troubleshoot and resolve issues that arise from donor’s questions, staff, Marketing, etc.
- Ability to work in a fast-paced environment.
- Good team player.
- DCSS, CRM skills is a strong asset.

Why consider us?
- World Vision Canada has consistently been awarded Canada’s and the GTA’s top employers. Other awards granted are for financial transparency, marketing, customer service and for the work we do in the field.
- We are Canada’s largest development, relief and advocacy non-profit.
- We embody an agile mindset here.
- You get competitive pay and benefits. Our comprehensive health benefits start at day 1 which includes a Health Spending Account. We match pension contributions up to 6% and give up a top-up for pregnancy & parental leaves up to 25%.
- You get extra time off for restoration. We close for an additional day on long weekends, 6 times a year. You can get up to six weeks’ vacation, plus paid sick days, personal days & wellness days.
- We offer a family-friendly, caring, and flexible work environment.

We bring life-saving support in times of disaster. We help poor communities to take charge of their futures. We provide small loans and training that boost fami