Team Lead, Procedural Team - Markham, Canada - Jonas Software UK

    Jonas Software UK
    Jonas Software UK Markham, Canada

    Found in: Talent CA C2 - 1 week ago

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    Full time
    Description

    Description

    :

    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:

    Jonas Club

    Scheduled Weekly Hours:

    37.5

    Number of Openings Available:

    1

    Worker Type:

    Regular

    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.