Team Lead

Pacific Northwest Transportation Services (PNWTS) is the proud supplier of carbon-neutral transportation services for the cruise industry in Victoria, British Columbia. As the exclusive supplier of buses on behalf of the Greater Victoria Harbour Authority (GVHA), PNWTS provides motor coaches and double-decker buses for shore excursion tours and shuttle connections for cruise lines and is the sole provider of dispatch services on the Terminal.

We are looking for a Team Lead to join our Sightseeing Victoria/Gray Line division starting March 2026.

The Team Lead plays a crucial role in ensuring the smooth and efficient operation of Gray Line tours. This role oversees the daily activities of the Customer Services Agents and ensures an exceptional experience for Gray Line customers and leads.

Wages: $28.42 per hour

Positions Available: Part-Time (Seasonal)

Job Description:

• At least 2 years of customer service and sales experience
• Supervises and leads a team of Customer Service Agents daily
• Supports the team during peak periods
• Provides opening and closing duties for the agents, sets them up for success on a daily basis
• Provides ongoing coaching and training to maximize sales revenue and service quality
• Enhances team knowledge of routes, landmarks, and customer service best practices
• Oversees operation of loading and departing of scheduled services to ensure high level of service, especially during peak times throughout the day.
• Ensures adherence to operating procedures and customer service standards.
• Maintains a high standard of customer service, ensuring passengers have a positive and memorable experience.
• Addresses customer inquiries, concerns, and feedback promptly and professionally, both in person and via correspondence.
• Ensures adherence to operating procedures and customer service standards.
• Enforces safety protocols and procedures to ensure the well-being of passengers and staff.
• Assists in the planning and execution of special events or promotions, ensuring we are looking ahead for events or construction that may impact our routes.
• Reviews schedules seven days in advance to identify potential revenue opportunities, issues that may arise or route changes that need to be made
• Performs other administrative duties as requested by management

Qualifications:

Knowledge

• 3-5 years of customer service and sales experience
• At least 2 years' experience in tourism related role
• Experience training and supervising others
• Knowledge of Victoria and its local attractions is an asset
• Ability to communicate in languages other than English is an asset
• Class 5 Drivers License is an asset

Skills

• Strong sales capabilities
• Strong interpersonal skills using patience, tact and courtesy
• Proven problem-solving skills
• Effective time management skills
• Strong leadership and team-building skills
• Conflict resolution skills
• Cash handling and reconciling daily sales
• Utilization of variety of software and hardware for ticket sales and tracking

Abilities

• Strong sales capabilities
• Ability to work independently, and as part of a team.
• Ability to adjust to situations as necessary.
• Ability to multitask
• Ability to stand for extend Ability to work under pressure and must be available to work evenings and weekends
• Must be available to work a variety of shifts, with adaptable scheduling
• Must be able to stand and work for extended periods of time - up to 8hrs increments
• Be able to lift up to 25 pounds and push/pull items
• Work both indoors and outdoors and feel comfortable working in crowded spaces and in all weather conditions.

To Apply: If you are looking to broaden your horizon and are committed to making a difference, we'd like to meet you.

As part of our hiring process, we use the Predictive Index Behavioural Assessment to better understand how your natural work style aligns with the role and our company culture. While we encourage applicants to complete the assessment, it is not a mandatory requirement to apply for any open roles. The assessment takes only 10-15 minutes to complete and has nor right or wrong answer – just be yourself

Please follow this link to complete the assessment:

To learn more about our operations and company culture, mission, and vision, please view our website at , as well as our Sightseeing Victoria/Gray Line division at

Pacific Northwest Transportation Service is committed to Employment Equity. We welcome and embrace applicants with diverse experiences, abilities, backgrounds and perspectives. If you have preferred pronouns, please let us know when you apply.

Furthermore, we are committed to providing an inclusive and accessible environment. If you require accommodation during the recruitment process, please let us know, and we will work with you to support your request.