Team Lead, Procedural Team - Markham, ON, Canada - EWS Group

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Team Lead, Procedural Team

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. Due to the fact that the team is based mostly out of the Markham office the candidate would have to be able to be in that office.

We are seeking a dedicated professional Customer Focused individual 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 your direct reports, process management to ensure objectives and client satisfaction are being met. We are looking for true people person that is approachable but at the same time not afraid to push back and challenge people so they can grow. We offer excellent career growth opportunities, benefits package, and a great business casual working environment.

JOB RESPONSIBILITIES

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

• Assist in making sure Client Service Level Agreements are being met by the team
• Review Client Survey Responses for reps weekly
• Monitor team phone calls to ensure quality and provide coaching tips
• Meet with team reps once a week to discuss ongoing issues and communicate any information necessary
• Assist with backlog management to ensure calls are being resolved quickly
• In cases of high call volume jump in and assist with client calls and issues
• Mentor team members to assist in growth and career planning
• Write and deliver performance reviews
• Establish and monitor Key Performance Indicators
• Continuously look for new and innovative ways to provide excellent customer service
• Develop direct reports ensuring fairness and managing diversity; hiring and staffing as required; show managerial courage when making difficult decisions; demonstrate compassion while using well-developed command skills; create an environment that motivates direct reports learn and grow their abilities
• Work across teams and stakeholders to promote teamwork and collaboration
• Manage and measure work; effective process management abilities with a focus on continuous improvement
• Promote and support an environment of innovation and creativity within the team and division
• Conduct regular coaching session on both performance and development.
• Assist in evaluating the performance of staff by assessing quality and quantity of work
• Own initiative with departmental improvements (training sessions and process changes)

JOB QUALIFICATIONS:

• Bachelor's degree / 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 ability 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 would be a definite asset
• Flexibility to work the non-traditional 9-5 shifts

Business Unit:

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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. Within these vertical markets, 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.

That's what we do, but how we do it is what matters. 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 put it simply, in order for us to deliver great client interactions, we need the best people all working together to deliver the ultimate in client experience. This is why we work so hard to find the right people to join our team .

Before you apply for an opening with Jonas Club Software, here are a few things that you should know:

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 gives us the ability 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 love to 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 or

Jonas Club is part of a CSI group of companies.