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Data Processing Team Lead

2 months ago

Vaughan, Ontario, Canada 407 ETR Full time

Position Summary

Lead, coach, and supervise Customer Account Administrators and Video Exception Processors by ensuring individual and team performance excellence in data processing operations (e.g., data entry, worklists).

Direct Relationships

  • Customer Operations Manager (Workforce Optimization)
  • Customer Operations Teams
  • Intraday Coordinators

Position Responsibilities

  • Maintain high standards for account administration and license plate processing, ensuring service level agreements and key performance objectives are consistently met through coaching, development, and recognition of assigned team members.
  • Foster individual and team growth through behavioral coaching and collaborative efforts.
  • Lead team member performance management (e.g., attendance, timekeeping, payroll, goal setting, objective establishment, investigations, discipline, recruitment, and development) in collaboration with Human Resources.
  • Prepare and analyze team performance metrics such as coaching notes, reviews, evaluations, ensuring timely delivery of feedback.
  • Ensure the effective transfer of knowledge regarding new and existing policies and procedures.
  • Collaborate with the Workforce team to address standards, objectives, process improvements, and system issues promptly and efficiently.
  • Guarantee that business decisions align with negotiated employee/employee collective agreements (VEP Operators only).
  • Perform other duties as assigned.

Qualifications

  • Flexibility to work full-time, 37.5 hours per week, across shifts within operating hours of Monday – Sunday, 8:00 am to 10:00 pm (including weekends and statutory holidays).
  • Minimum 3 years of leadership experience.
  • Exceptional attention to detail and excellent follow-up skills.
  • Strong analytical skills, well-organized, disciplined, and capable of prioritizing effectively.
  • Proficiency with MS Office Suite, scheduling software, SFDC, SAP, Strata.
  • Clear understanding of all workflows related to the back office.
  • Willingness to work additional hours when required to meet department objectives.
  • Highly organized, detail-oriented, analytical, and problem-solving abilities.
  • Self-motivated and able to work independently with minimal supervision in a fast-paced environment.
  • Excellent communication skills, both verbal and written.
  • Demonstrated commitment to providing exceptional customer service.
  • Proven ability to multitask effectively and manage time efficiently.
  • Strong work ethic with a positive attitude.
  • Knowledge of 407 ETR business operations is an asset.