Team Manager - Ting Mobile Customer Experience

The Opportunity

As the Team Manager, your role will focus on leading the Advisors within Ting Mobile.  You will inspire, develop, and performance manage your team to find the best approach to resolve customer’s, advisor’s, and business needs.

The Team Manager will be accountable to improve customer service and quality results, by fostering conversations and learning opportunities to enhance technical knowledge, quality, and the soft skills to ensure our customers know how much we appreciate them.

In addition you may be asked to support key initiatives that grow our business and improve our day to day operations.

Successful candidates will be hired to work from our lovely 60 James Street location in beautiful downtown St. Catharines. Perks include sunny offices, extended health care and generous vacation time.

What you’ll be doing?

  • Front line leadership responsibility for a team of 10-15 direct reports:
    • Conducting regular 1:1 with Advisors to discuss personal development, performance, quality, business updates and customer service
    • Analyzing daily, weekly, monthly reports to measure performance
    • Partnering with quality and Operation Managers to strengthen quality results and improve technical knowledge of our Advisors
    • Balancing workload and queues to ensure KPI are achieved
    • Ensure administration responsibilities are completed on time and with high quality
    • Executing on personal / team objectives and key projects to support our  customers, employees and company
    • Acting as first point of escalation for Advisors
    • Sharing and executing the vision within your team
    • Assisting in recruitment, hiring, and onboarding of new team members
    • Communicate and update support leaders on performance and recommendation

What you’ll bring:

  • Bachelor’s Degree or equivalent, minimum 3 years’ experience leading teams
  • Proven leadership capabilities including, leading a variety of skill levels and personalities, coaching, mentoring and performance management
  • Understanding of employee engagement and how to drive the best performance from each person
  • Can adapt quickly and lead change
  • Strong communication and influencing skills
  • Prior experience in analyzing and communicating data
  • Can think outside of the box, and evaluate issues from a non-linear perspective to make responsible decisions
  • Strong communication and influencing skills
  • Understand how to lead a team located in the office and remote
  • Excellent organizational and time management skills with the ability to excel under pressure. The ability to multitask and prioritize for themselves and others
  • Ability to develop positive relationships using well-established interpersonal skills
  • Demonstrated expertise of support software systems
  • Flexibility to support the team and business during support hours of operation

We believe diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches, and the diverse points of view drives us forward every day.