Team Manager, Digital Customer Support

Position Summary:
Direct Relationships:

- Vice President, Customer Operations
- Director, Customer Operations.
- Manager, Digital Customer Operations

Duties and Responsibilities:

- Supervise a team of employees, providing direction to staff with respect to customer requests and inquiries and all work tasks assigned in Appian, Maestro, and Salesforce.
- Create an inspiring team environment with an open communication culture and provide effective feedback.
- Work with department Manager to set targets, establishing best practices and create processes for task completion.
- Implementing quality guidelines for audit purposes.
- Lead the team to ensure customer needs are met through daily review of work tasks and service levels. Continually track, analyze, and report on department performance.
- Monitor departmental performance against goals to ensure that progress is being made.
- Recognize changing conditions/priorities and adjust work plans to ensure level of service meets company and customer expectations.
- Lead and participate in training and development with various teams in order to establish expected outcomes for new operating systems and to look for opportunities for operational efficiencies.
- Conduct daily/ weekly/monthly coaching sessions and team meetings to improve results.
- Working with the Manager, Customer Operations, assist with the management of employee performance with Human Resources (i.e. attendance, payroll administration, departmental goals and objectives, team performance, annual performance reviews, performance management, recruitment and staff development).
- Facilitate departmental cross-training, knowledge transfer of new and existing policy & procedures, share best practices and general communications to team.
- Ability to identify training requirements or process improvements and make recommendations to Management.
- Keep current with the company policies and procedures, job aids & continuous learning sessions.
- Attend regular leadership meetings, professional training, and seminars.
- Provide reporting to assist Manager, Digital Customer Operations in preparing monthly reports and presentations.
- Foster a cohesive, creative, and positive working environment, mediating any interpersonal issues within the team.
- Manage remote teams - Utilize technology effectively.
- Be knowledgeable about each team members job role.
- Provide mentorship and develop skills in team members through the Path 2 Development program.
- Work on developing and executing a digital strategy to drive efficiencies and grow the channel within the organization
- Develop and maintain employee engagement

Qualifications:

- Strong interpersonal skills and leadership abilities, self-motivated, growth-oriented, service and action oriented.
- A bachelor’s degree in a field such as computer science, information technology, Marketing, or Business.
- Must be able to commute to Woodbridge head office located at Steeles Ave. West and the Derry Road location.
- 2-3 years of leadership experience
- Demonstrate analytical, problem solving and decision-making skills and the ability to develop and adapt approaches and alternative solutions.
- Highly adaptable and organized, work well under pressure with multiple priorities and in a changing environment.
- Good knowledge of software: PeopleSoft, Appian, Maestro, Salesforce, Microsoft Office (Excel, Word, Power Point, E-mail), Internet Explorer.
- A strong team player with the ability to work independently as well.
- Strong analytical and data analysis skills, proven working experience with large data sets.
- Ability to delegate work effectively and lead teams to accomplish objectives.
- Confident ability to work with the public on the phone or face to face.
- Ability to interact with colleagues in a team-oriented environment or work independently.
- Possess positive attitude and good work ethic.
- Evokes advanced level of emotional intelligence with effective communication.

Our Offer
- Free 407 ETR usage (taxable benefit)
- Competitive salary
- Hybrid with flexible working hours
- Community culture
- Expect excellence: Collaborative team, learn, and grow with a high-performance team.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

On Highway 407 ETR, we offer peace of mind and a fast, safe and reliable trip. That’s why millions of drivers rely on Highway 407 ETR to get around the GTA. Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

- Canada Pension Plan Investment Board (CPP Investments) through indirectly owned subsidiaries (50.01%);
- Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (43.23%); and
- SNC-Lavalin (6.76%).

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