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Onboarding Team Lead (Internal Posting)

Onboarding Team Lead (Internal Posting)

WellnessLivingThornhill, Canada
Il y a 2 jours
Type de contrat
  • Temps plein
  • Télétravail
Description de poste

Responsibilities

  • Manage a team of 3-5 Onboarding Specialists
  • Set clear team goals and objectives, following Onboarding department’s key performance indicators
  • Motivating team members to achieve departmental and organizational goals
  • Empowering team members with skills to improve confidence, technical knowledge, leadership, and communication skills
  • Build trust and camaraderie between team members
  • Influencing and being a key contributor to the growth of the company through a successful team
  • Listen to team members’ feedback, resolve any issues or conflicts
  • Bring forward operational issues to the manager of Onboarding
  • Participate in the development and / or continuous improvements to organizational work instructions, processes, procedures, and automation to improve efficacy
  • Plan, organize and chair weekly team meetings
  • Performing ticket / incident management with a sense of urgency and a solutions-orientated approach
  • Delegating tasks to team members, where applicable
  • Serve as the initial point of contact for escalations related to customer accounts
  • Perform monthly and / or yearly performance evaluations for team members
  • Participate in personal development activities that develop an onboarding specialist’s capabilities and potential
  • Initiate, plan, execute, monitor, and control onboarding for large stature, multi-location and / or enterprise-based clients
  • Collaborate and participate in cross departmental projects
  • Suggest and organize team building activities

Skills & Qualifications :

  • 2-3 years of proven work experience as a team leader or supervisor
  • Proven experience in a customer / client onboarding or implementation role
  • You’re a creative problem solver and multi-tasker who enjoys working in a dynamic, and fast-paced environment with a technical curiosity
  • You can build rapport and collaborate with coworkers and clients
  • You’re adaptable, quick-thinking, resourceful, with strong time management and organizational skills and obsessive about improving processes
  • Highly proactive, resourceful, and accountable person who takes pride in ownership, responsibility, pride in driving and delivering a quality customer-centric approach and exemplary onboarding experiences.
  • An active, empathetic listener, with excellent written and verbal communication skills.
  • Thoughtful, curious, and ambitious with a tendency to ask “why” questions; the drive to apply a broad understanding of your work towards defining better solutions to achieve improvement measures and departmental goals / objectives.
  • Detail-oriented, multitasker, capable of prioritizing and managing time efficiently and effectively; handle / manage multiple priorities simultaneously under, time-sensitive situations, a team / individual results-oriented environment.
  • Working knowledge of Microsoft Office 365
  • Intermediate Excel skills
  • CRM and Ticket / Incident management Platforms (ex., Jira and Zoho)
  • Reporting and Analytics to derive insights from the data to influence business decisions