Team Lead - Winnipeg, Canada - Activate Games

Activate Games

Verified Company

Winnipeg, Canada

3 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

DESCRIPTION OVERVIEW
Are you all about the future of gaming? Do you LOVE talking with people? Activate is looking to hire a Team Lead to join our team

Activate is Canada's first full-scale interactive gaming facility.

As a Team Lead, your primary responsibilities are to ensure customers receive a positive experience during their visit to Activate and to oversee all staff on shift, providing them with guidance and assistance as needed.

The Team Lead at Activate works under the direction of the Store Leader. They have overall expectations to lead by example and model behaviors around attendance, attitude, and attention to detail.

There are no direct reports for the Team Lead; however, they are instrumental in the development and success of both employees and the customer experience.

SUMMARY OF DUTIES AND RESPONSIBILITIES
Leadership

Lead with knowledge, maintaining a key focus on customer success
Coach and foster relationships with incoming potential customers, existing employees and management
Train new employees/set up an effective training process for new employees
Oversee staff and delegate tasks; supporting them throughout the scheduled shift
Conduct performance evaluations for staff
Liaise between staff and upper management (information going both directions) to ensure staff are aware of, and updated on changes
Facilitate solution minded processes for customer questions, complaints and issues lead and emulate Activate values

Office Management

Support facilitators by performing manager overrides at checkin;
Responsible for daily financial reporting including organize and complete daily cash out sheets accurately, create and receive invoices, receive delivery packages, and take payments from groups
Resolve customer complaints and escalate to the general manager if necessary;

Maintenance and Inventory

Identify and make repairs/workarounds in the event of a malfunction;
Identify opportunities to improve design or games when possible;
Maintain the rooms by delegating cleaning, painting, and any required maintenance;
Maintain room inventory and spares;
Track and maintain inventory for all merchandise and vending products;

Facilitation

Be professional in language, in thought and in action
Exemplify excellence in facilitation, giving customers a great experience from entry to exit
Be attentive to the groups;
Set an example to other facilitators in providing a good customer experience
Troubleshoot with other facilitators in room needs/demands
Checkin customers and provide support to front desk staff as needed

EDUCATION & QUALIFICATIONS

1 year of Supervisory Experience and 2 years of Customer Service Training or Retail Customer Service training with combined experience
Proficient in Microsoft Office and related software
Experience in being handy and being creative to solve problems
Proven ability to keep pace with ideas and changes
Demonstrated collaborator and able to work with teams
Must be willing and able to work evening and weekend shifts, as required
Shifts start as early as 9am and end as late as 1am. Shifts will run for a maximum of 8 hours per day.