Team Lead, Operations - Level II

The Team Lead, Level II Operations (Canada) position takes on additional responsibilities beyond their role as a Level II Analyst. This person will assist the Level 2 team and dealers with their designated products and act as the second level of support (Subject Matter Expert) in troubleshooting product-related issues.

The Lead is responsible for making sure their team is adhering to established SLAs, follow up, and closure of all issues and tickets that are part of their designated product suite. This role requires exceptional communication skills, a cool, calm demeanor that can help focus and direct solutions to problems, strong analytical abilities, and an exceptional attention to detail and follow-through.

Job Responsibilities

• Manage and monitor support Canadian ticket queues by assigning tickets to teammates, when needed, and following up on their methodology of troubleshooting and resolving. The goal is to lead the L2 Support team to maximize throughput of tickets on a daily basis.
• Monitor the aging of tickets assigned to Canada Level 2 Support, identifying any delays in ticket resolution and lead efforts to clear any blocking problems.
• Work with Manager of Level 2 Support and RouteOne stakeholders to identify gaps in current Candian Level 2 Support model and offer suggestions for their resolution.
• Work collaboratively with other Team Leads to ensure that Team and Department metrics and goals are being met. Monitor, report on, and maintain a certain level of customer service performance metrics month-over-month.
• Attend and participate in meetings; product sprints, production releases, support tool enhancements etc. that are relevant to supporting assigned product suite (and disseminate information to team as necessary).
• Report statistics and trends on tickets by product, identifying trends in order to assist the Service Desk agents with continued training and product knowledge.
• Mentor, support and coach team members as needed.
• Be the dealer's main point of contact at RouteOne throughout the entirety of the support ticket process, including, but not limited to: reaching out to internal and external teams, as necessary, to facilitate resolution of tickets; keeping the dealer informed of progress; and providing answers to any questions the dealer may have.
• Act as the subject matter expert for RouteOne's Canadian Product suite, mentoring, supporting and coaching team members where and when needed.
• Answer incoming calls to the RouteOne Call Center by RouteOne customers, in both English and French (preferably Quebecois)
• Create support tickets when needed, completely and clearly identifying the issue being reported.
• Interact with broader RouteOne Operations, Technical and Business teams to resolve issues as they occur, ensuring that dealers are receiving high touch and exemplary service.
• Assist teammates in identification and implementation of continuous improvement needs for Business Operations, when applicable, and advocate for constant innovation and improvements to improve RouteOne customer service.
• Ensure ongoing updates to RouteOne's customer support knowledge base, ensuring new support needs are identified and fully documented for use by the support teams.
• Assist in new hire job-specific onboarding for new hires, as required.
• Manage direct staff members, as applicable, including but not limited to:
  1. Ensuring staff members have the tools, training and support they need to be successful in their assigned responsibilities at RouteOne.
  2. Ensure staff members are performing assigned duties at expected level of performance and quality, while demonstrating the expected behaviors (respect, transparency, collaboration, etc.) towards their customers and peer groups.
  3. Setting annual and ongoing performance objectives for their team, consistent with broader Level 2 team objectives and those of broader department and RouteOne as a whole.
  4. Working with individual staff members to set their individual performance and personal objectives.
  5. Conduct ongoing (and structured scheduled) performance assessments of staff members.
• Participate in all Release Reviews.
• Maintain safety, security, and privacy standards throughout all areas of responsibility.
• Adhere to all RouteOne Audit/Security policies and procedures.
• Onsite presence for company/department events or meetings when required by leadership.
• All other duties, tasks, and responsibilities as assigned.

Knowledge

• Bilingual English and French (preferably Quebecois) is required.
• Strong knowledge of automotive financing dealer and finance source processes.
• Knowledge of RouteOne or similar software applications and functionality.

Skills

• Proficiency in Microsoft Office products, including, but not limited to: Word, PowerPoint, Excel, Outlook, and Visio.
• Experience with service desk and call center technology (e.g., CA Service Desk, Salesforce, Natterbox, etc.)
• Familiarity with Agile software implementation methodologies is preferred.
• Experience with Acoustic Tealeaf or similar experience analytics tools is preferred.
• Experience with XML/HTML is preferred.

Abilities

• Very strong analytical and troubleshooting skills.
• Ability to identify trends through data analytics and formulate insights and action items.
• Ability to work in a collaborative team environment, think critically and problem solve, learn new technologies, and adapt to change.
• Ability to learn quickly, inclusive of "self-starting" that learning (intellectual curiosity and ability to proactively increase your knowledge base when required).
• Excellent verbal and written communication skills.
• Ability to manage time and multiple priorities.
• Ability to mentor, coach and motivate individuals creating a positive team culture.
• Be part of on-call rotation and execute after-hours work as needed (e.g. CA Program Updates).

Other Essential Requirements

• Bachelor's degree in business or technical area, or suitable work experience.
• 5+ years' experience as a Business Analyst, Operations Support, or related role.
• 2+ years' experience in a Team Lead or Supervisor role of a support or business operations team.
• Experience in leading or being a key member of project teams of varying sizes and complexities
• Successful progression of skills and responsibilities either at RouteOne or in prior work experience.