Service Coordination Team Lead

Convergint is currently hiring for an Operations Service Coordination Team Lead, one in Eastern & one in Western Canada, to lead each team in their region. Under mínimal supervision, the Operations Service Coordination Team Lead is responsible for leading colleagues in the Operations Service Department. This role ensures processes are consistently executed in a professional, efficient, effective and timely manner, ensuring Convergint becomes the customers’ first choice for service

**Who You Are**

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Operations Service Coordination Team Lead.

**Who We Are**

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

**What you’ll do with “Our Training and Your Experience”**
- Support standardized planning/scheduling and the dispatching of service requests to ensure customer quality assurance. May provide support and backup to Operations Coordinators when required. Understand and interest in ALL portfolios across Canada
- Being proactive when analyzing CTC performance on financials, reporting (open report execution, escalation on old work orders, working with others to finalize action with successful outcome)
- Oversees and addresses any delays to provide the best service to our internal and external customers.
- Supports Supervisors, Project Managers and Technicians with training on proprietary systems that support their roles.
- Utilizing knowledge, skills and experience, mentors and trains less experienced staff. Execute performance reviews and provide feedback to Supervisor regarding Operations Coordinator I and II.
- Customer Satisfaction follow up - this will need to be implemented daily - working with all coordinators to ensure no duplicates and understanding the importance of this. Pulling reports, compiling reports and distributing to Service Leaders and GMs.
- Bring forward creative solutions to complex problems through adversity to ensure we are taking care of customer, company and colleague with solutions.
- Oversees systems maintenance, understanding reporting, proactively reviewing data and prepping clean up, following up on timesheets, working with colleagues across the country.
- Executes all work in accordance with Provincial, local regulations, general best practices as well as company health and safety policies and procedures.
- Acts as “our customer’s best service provider” at all times thereby ensuring Convergint is the customer’s first choice for service.
- Perform other duties and responsibilities as requested or required.

**What You’ll Need**
- Exceptional critical thinking skills
- Exceptional telephone and personal customer service skills and ability to work under pressure and lead a team
- Excellent in Microsoft Outlook, Excel, and Word skills
- Strong financial knowledge and skills—ability to understand more complex financials such as DSO, margin, revenue recognition relating to accounts receivable/payable, etc.
- Exceptional organizational skills and the ability to handle multiple projects tasks simultaneously.
- Excellent attention to detail
- Strong verbal, written and interpersonal communication skills with the ability to adjust communication style when required.
- Excellent coaching, mentoring, and team development skills.
- Strong flexibility to adapt to changing priorities and direction in a dynamic work environment.
- Exemplify high degree of initiative - consistently engages in proactive behavior and looks for opportunities.
- Exceptional ability to facilitate a collaborative working environment for customers and team members.
- Strong customer focus and ability to reliably work under pressure; constant ability to maintain awareness of and seek to meet the needs and wants of the customer without being prompted.

**Requirements**:

- Diploma and/or certificate in Business Administration or related office experience required.
- Dispatch and customer service training preferred.
- Minimum of four years previous call center, dispatch, or administrative experience required.
- Minimum of four years working experience in construction, security, fire or automation industry

**Company Benefits and Perks**

Convergint fosters a suppo