• Team Leader

    Job Location CA-ON-Mississauga
    Posted Date 2 weeks ago(4/11/2018 12:02 PM)
    Job ID
    2018-3787
    # Positions
    2
    Job Type
    Full Time
    Job Industry
    Government and Public Sector
    Career Level
    Experienced
    Years of Experience
    3
  • Job Description

    Lead a team of individuals specialized in customer service! 

     

     

    Team Leader 

     

     

    PRIMARY RESPONSIBILITIES

     

     

    • Under the direction of the Supervisor, Customer Service Centre, the Team Leader ensures the efficient and effective operation of the Customer Service Centre on a day to day basis. 
    • Administer systems and manage seasonal allocation processes and affiliations in a manner which ensures that all timelines are met, and that all sporting clubs provide all relevant playing status information.
    • Provides functional guidance to staff and performs immediate troubleshooting issue resolution as issues arise pertaining to customer service in the following service areas; registration and facility booking. 
    • Applies a “hands on” approach in assisting Customer Service Representatives with processing customer requests during daily high demand periods. 
    • Monitors customer service telephone lines and manages coverage on a minute by minute basis to ensure staffing level meets customer service level demand, reallocates staff as necessary to cover shortfalls. 
    • Responsible for shift scheduling and assists Supervisor in the reporting of Time & Labour, interviewing and hiring process as well as PMP evaluation. 
    • Responsible for preparing all CISCO phone line statistics on weekly/monthly basis. Assists in the development of business processes
    • Responsible for training new representatives both on CLASS (Recreation Software) and on business processes. 
    • Performs the role of “shift supervisor” during regular and extended business hours or during supervisor or manager's absence. 
    • Other related duties as assigned.

     

    JOB SPECIFICATIONS

     

    • Post secondary certificate or diploma preferred in Recreation, Business Administration, Customer Service or related field with 3-5 years’ experience, related to service delivery in recreation customer service environment utilizing CLASS (Recreation Software).
    •  Leadership potential demonstrated through positive interaction with coworkers, customers and other staff.
    •  Ability to comprehend business logic based on policies and procedures and applies learned understanding to unique situations as they arise. 
    • Knowledge and understanding of the workings of and needs of sporting groups as well as municipal government processes and facility planning principles.
    • An understanding of financial standards and controls essential.
    • Proficiency in computer software applications such as Microsoft Office Suite (Word, Excel, PowerPoint, etc.) & CLASS (Recreation Software) required.

    Note: Flexible work hours are required including extended hours as approved.

     

    Hours of Work: 35 hour per week

    Salary: $60,142-$80,190

     

    Closing Date: April 25, 2018

    Number of Openings: 2 Permanent Full-time

    Department/Division/Unit: Community Services Department/Recreation Division/Customer Service Centre

    Work Location: Mississauga, ON

     

      #LI-CMS 

     

    A Criminal Record Search will be required of the successful candidate, at his or her own expense, to verify the absence of a criminal record for which a pardon has not been granted.
    We thank all who apply, however, only those candidates selected for an interview will be contacted.
    All personal information is collected under the authority of the Municipal Act.
     

    **************************************************************************************************************************** 

     We are an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform City Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act .        

     

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