Team Lead, Procedural Team

2 weeks ago

Markham, Ontario, Canada EWS Group Full time
Team Lead, Procedural Team

Apply locations

Canada - Markham - Ontario

Time type: Full time

Posted on: Posted 6 Days Ago

Job requisition id: R43458

Job Details:

Team Lead Club Support

Jonas Software – Club Division

Looking for a rewarding career in a company that gives you opportunities for advancement? Enjoy working in a fast-paced, team environment that challenges you every day? Then, we want to meet you

We are looking at hiring a Team Lead to complement our Club Support Team. The primary focus will be to oversee the support team and projects related to the team to ensure that objectives are met. The candidate must be able to be in the Markham office.

We are seeking a dedicated professional with a customer-focused mindset to join our team on a full-time basis. The successful candidate will be an integral part of the Support Team in a high-growth organization and will be responsible for participating in the day-to-day processes of the team, including but not limited to delegation of tasks, managing and motivating direct reports, and ensuring client satisfaction.

JOB RESPONSIBILITIES

Reporting to the Manager of Customer Support, the core responsibilities of the position are to:

- Assure daily scheduling of team representatives is followed
- Ensure Client Service Level Agreements are met by the team
- Review Client Survey Responses for representatives weekly
- Monitor incoming D/A calls and ensure representatives are available to answer calls
- Monitor activity on procedural boards and manage calls as necessary
- Monitor team phone calls to ensure quality and provide coaching tips
- Maintain an ongoing list of high-priority calls within the team and ensure these calls are progressing
- Meet with team representatives weekly to discuss ongoing issues and communicate necessary information
- Review calls that have not been updated for 2-3 days and ensure representatives are making progress
- Assist with client calls and issues during high call volume
- Serve as an escalation point for client issues, requiring knowledge of all products procedurally
- Mentor team members to assist in growth and career planning
- Write and deliver performance reviews
- Develop direct reports ensuring fairness and managing diversity; hiring and staffing as required; demonstrate managerial courage; create an environment that motivates direct reports to learn and grow
- Liaise between other Club departments, such as Web/Sales/Development
- Review and escalate issues submitted as action items, ensuring all details have been logged and issues investigated
- Review documents submitted for Knowledge Base submission for accuracy and relevance
- Manage aspects of support website
- Measure work and manage processes with a focus on continuous improvement
- Create/host training sessions on topics for the team
- Promote an environment of innovation and creativity within the team and division

JOB QUALIFICATIONS:

- Bachelor's degree or college diploma
- Customer service experience, preferably in the software industry
- Experience managing a team or group of individuals
- Outstanding communication skills (oral and written)
- Outstanding organizational skills
- Able to manage multiple priorities and deliver quality results on time; approachable and able to maintain composure under pressure
- Ability to get results in a fast-paced environment
- Experience in Golf Club Industries, Hotel, or other related Hospitality Industries is a definite asset
- Flexibility to work non-traditional 9-5 shifts
- Proficient in Microsoft Word, Excel, Outlook, Access, and PowerPoint
- Technical aptitude is a plus

Business Unit:

Scheduled Weekly Hours:

37.5

Number of Openings Available:

Worker Type:

Regular

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia, New Zealand, and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

Is This You?

About Us

Jonas Club Software provides innovative, industry-leading solutions for the club business.

Every interaction we have with a client is crucial to their overall experience. These interactions include sales calls, training sessions, support processes, and even the client experience when using our products. To deliver great client interactions, we need the best people all working together to deliver the ultimate client experience.

We're here for the long term:

- Jonas Club Software is a subsidiary of Constellation Software Inc., which is publicly traded on the Toronto Stock Exchange (TSX: CSU). This ensures our financial stability and allows us to focus on long-term objectives.
- We're the largest provider of software, communication, and service solutions to the club industry, and every year we acquire new clients and deliver innovative solutions.

We love employee success:

- Internal growth is a strong focus within our business. We hire the best and want to see them succeed. That's why we promote from within and offer multiple professional development initiatives for our employees.

We believe in having fun:

- Customer Service Excellence Celebration Weeks
- Departmental Outings
- Company Holiday Parties
- Private On-Site Staff Fitness Facility
- Beach Volleyball Courts
- Staff Fitness Challenges
- Much More

Jonas Club is an Equal Opportunity Employer.

If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at jobs@gjonas.com or 905-470-4600.

Jonas Club is part of a CSI group of companies.

#J-18808-Ljbffr

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