Data Processing Team Manager

Position Summary :

You will be responsible to lead, coach, and supervise Customer Account Administrators and Video Exception Processors by being accountable of individual and team’s performance daily as well as management of data processing (e.

g. data entry, worklists, etc.)..

Direct Relationships :

• Customer Operations Manager (Workforce Optimization)
• Customer Operations Teams
• Intraday Coordinators

Position Responsibilities :

• Ensure account administration and licence plate processing standards, service level, and key performance objectives are met through coaching, day-to-day development, recognition of assigned team members.
• Support individual and teams’ development through behavioural coaching and effective collaboration.
• Lead team member performance management (e.g. attendance, time, attendance, and payroll, setting goals and objectives, investigations, discipline, recruitment, and development) in collaboration with Human Resources.
• Prepare and analyze team’s performance such as coaching notes, reviews, evaluations and ensure coaching are provided a timely manner.
• Responsible for knowledge transfer of new and existing policies and procedures.
• Collaborate with Workforce team to ensure standards, objectives, process improvements and system issues are addressed / resolved in a timely manner.
• Ensure business decisions comply with negotiated employee / employee collective agreement (VEP Operators only).
• Other duties assigned.

Qualifications :

• You must be flexible to work full-time 37.5 hours per week shifts within operating hours of Monday Sunday 8 : 00am to 10pm (including weekends and statutory holidays).
• Minimum 3 years leadership experience.
• High level of attention to detail and excellent follow-up skills.
• Strong analytical skills, well organized, disciplined and able to prioritize
• Proficient with MS Office Suite, scheduling software, SFDC, SAP, Strata.
• Clear understanding of all related workflows to the back office.
• Flexible to work additional hours when required to meet department objectives.
• Well organized, detail orientated, analytical and ability to problem solve.
• Self-motivated and able to work with minimal supervision in a fast-paced environment.
• Ability to listen and communicate well verbally and in writing.
• Excellent customer service skills.
• Demonstrate excellent multi-tasking and time management skills.
• Excellent work ethics with a positive attitude.
• 407 ETR business knowledge would be considered an asset.
11 days ago