Address
Form of work
SalaryPosition: Booking Department Team-Lead
Hours: Monday to Friday; rotating hours 8:30am - 5:00pm or 12:00pm - 8:00pm EST (Some flexibility is required)
Type: Full-Time; Permanent
Location: Remote
The Booking Team Lead plays an important role in leading and supporting the team to ensure the department runs efficiently. You will engage, empower and guide the team in a manner that is consistent with DriverCheck values, principles and culture. You will be responsible to work in conjunction with the Department Manager.
What we offer:
- FAMILY focused culture
- Excellent Training Program
- Supportive continuous learning environment
- Competitive Wage
- Competitive Group Benefit plan
Primary duties and responsibilities:
- Work in conjunction with the Booking Supervisor to ensure the department operates efficiently and effectively on a daily basis
- Work in conjunction with all department managers, supervisors and Team Leads to provide efficient flow and process across the organization
- Ensure services are compliant with all applicable legislation
- Ensure best practices are followed across the department
- Follow DriverCheck’s policies and procedures and ensure employees are as well
- Create and implement procedures
- Communicate with clients to ensure a high level of customer service
- Monitor, review and maintain the effectiveness of processes
- Meet with key representatives of client organizations as required
- Assist in developing and implementing new service offerings, working in conjunction with appropriate co-workers across the company
- Ensure all staff complete appointment book and customer relations tasks accurately and efficiently
- Ensure department KPIs are met, for example call wait times and e-mail and voicemail response times
- Produce booking call reports
- Be responsible for assisting booking staff after-hours with questions and troubleshooting situations
- Work with Client Support Group to resolve issues and provide feedback to clients
- Other job duties may be assigned
What you need to be successful in the role:
- High school diploma
- Minimum 2 years of leadership/Team Leader experience
- Excellent customer service and communication skills while maintaining quality
- Detail oriented and accurate
- Demonstrate excellent critical thinking, decision-making and problem-solving skills
- Ability to multi task in a fast paced environment with constantly changing priorities
- French is an asset
If you want to work in an environment that is positive, challenging, and safe; where your contributions are valued, this role may be right for you.
DriverCheck is committed to creating an accessible environment for our employees and potential employees; we will attempt to make appropriate accommodations throughout the entire recruitment process. Accommodations are made upon request.
