Sr. Team Manager

Preferred Qualifications:

• Strong verbal & written communication skills, & the ability to effectively communicate with teammates, leaders & business unit leadership

• Excellent organizational, communication, & interpersonal skills

• Ability to influence & drive positive changes in performance utilizing data & reports

• Proven ability to overcome resistance & drive Team Leaders to meet & exceed on customer experience goals & business goals

• Ability to anticipate trends & patterns, act quickly to change course & maintain momentum towards reaching established goals

• Proficiency in systems, proficiency in &/or ability to quickly learn internal business systems

Job Requirements:

• 5 + years of experience in people management

• Customer communication experience

• Bachelor’s degree or equivalent work experience

Key responsibilities

• Sets clear goals & measurements, drives team results to achieve organization goals
• Coaches & develops a team of Team Leaders/ Support Leaders & teammates into a highly responsive team that meets & exceeds the required published performance standards
• Ensures Team Leaders are coaching, developing & communicating with their teams routinely & effectively through conducting coach the coach sessions & observations of their Team Leaders in various forums
• Utilizes behavioural based coaching model when coaching Team Leaders/ Support Leaders enabling the leaders to self-assess the methods to be successful in achieving goals
• Proactively leads & facilitates constructive two-way dialogue between Team Leaders/ Support Leaders & other functions to drive operational excellence
• Utilizes a diverse range of development, to grow Team Leaders/ Support Leaders
• Utilizes Situational Leadership skills to effectively delegate & adjust coaching style to the performance & knowledge level of the teammate & Team Leader/ Support Leader being coached
• Utilizes Performance Development Planning process to enable the team to create & follow up on plans for teammate & Team Leader/ Support Leader career development
• Utilizes effective time management skills to ensure effective prioritization of time to drive results through leveraging high impact coaching & development activities
• Establishes global relationships with other leaders & business units, & support groups, throughout the organization, to ensure excellent information flow & feedback on impacts of process, policy & product changes

Job and Company Highlights

• Competitive salary + bonuses
• Generous paid time off
• Healthcare and Life Insurance coverage on day 1
• Above industry standard company and statutory benefits
• Monthly and Quarterly Engagement Activities
• Work-Life Balance
• Training and Development