Team Lead - ClubHouse Online Support

Job Description:

Team Lead Club Support

Jonas Software – ClubHouse Online 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 ClubHouse Online Support Team. The primary focus will be to oversee the support team and projects related to the team to ensure that objectives are met.

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. The Team Lead will also be responsible for understanding contact center metrics, assist in the implementation of strategic goals and processes and make recommendations to operational workflow to better the customer experience.

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.

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.

Job Responsibilities

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

TEAM LEADERSHIP (PERFORMANCE MANAGEMENT, TRAINING, COACHING AND DEVELOPMENT)

• Create high performance environment for team members.
• Coaching direct reports through weekly one on ones to meet their personal and professional goals.
• Onboarding & training new staff
• Plan ongoing cross-training activities for support team members, expanding product knowledge so agents may support as many issues as possible.
• Meet with team reps once a week to discuss ongoing issues and communicate any information necessary
• Write and deliver performance reviews
• Monitor team phone calls to ensure quality and provide coaching tips
• Mentor team members to assist in growth and career planning
• 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
• Conduct regular coaching session on both performance and development.
• Assist in evaluating the performance of staff by assessing quality and quantity of work
  
  

CUSTOMER FOCUS

• Monitor, manage and prioritize escalations, safeguarding and retaining Key Customer Accounts
• Recognize patterns in support issues, and proactively assist in the development of training materials and/or software change requests to resolve those issues.
• Planning, balancing and managing workload & customer demands, ensuring call center is efficiently staffed to meet customer needs and expectations
• Assist in making sure Client Service Level Agreements are being met by the team
• Review Client Survey Responses for reps weekly
  
  

DATA & PROCESS IMPROVEMENT

• Proactively communicate trends and internal and external pain points based on data analysis.
• Understand and analyze customer requirements, providing personalized support and guidance to assist clients in their day-to-day operations and optimize their usage of our software solutions.
• Analyzing and interpreting call center reports, managing resources to meet team KPIs to deliver exceptional customer service
• Establish and monitor Key Performance Indicators
• Own initiative with departmental improvements (training sessions and process changes)
  
  

COLLABORATION

• Collaborate and maintain a good professional relationship with cross departmental such as Care Team, Professional Services, and Product.
• Work across teams and stakeholders to promote teamwork and collaboration

TEAM SUPPORT

• 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
  
  

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
• Critical thinker and strong problem-solver, capable of identifying and troubleshooting challenges quickly
• Ability to pivot and prioritize tasks in a fast-paced environment to thrive as a member of a dynamic team
• Detail-oriented nature to help identify opportunities to improve processes
• Exceptional problem-solving and analytical skills to quickly identify and resolve customer issues.
• Knowledge of Content Management Systems (CMS), HTML and Salesforce an asset
• Experience with: SEO best practices, website best practices, social media and Google analytics a plus
• Excellent verbal and written communication skills.
• Ability to work under pressure and in a fast-paced environment.
• Strong coaching and development skills
  
  

Business Unit:

Clubhouse Online

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.