Shift Lead – Toronto, Canada

Fulltime
Canada, Toronto

We are looking for an excellent Shift Lead to be a valuable contributor within our office in Toronto.

POSITION OVERVIEW: to provide supervisory support for a specific team/account. Also delivers exceptional, high-touch service assisting customers with customized arrangements including travel bookings, dining reservations, event planning, research, and other personal services as acting Core Concierge. Shift details: Shift and schedule to be advised upon application process and based on business needs.

SHIFT LEAD KEY FUNCTIONS
The Shift Lead’s primary responsibility is to provide supervisory support for the team:

 Management of single or dual account
 Real time schedule adherence monitoring and first point of contact during shift hours
 First point of contact for escalation management
 Managing / updating Internal escalation report
 Assisting with providing make good and resolution to cardholders
 Manage workflow of the team to ensure productivity of the team, meets or exceeds standards.
 Responsible for providing an end of shift report of service levels & context, team adherence and other summary items
 Ensure Concierge are following John Paul policies on lunches and breaks
 Working with Managers on optimizing program to deliver exceptional Service
 Assist with communicating any changes or new procedures to the team
 Making sure new / adjusted policies or procedures are followed real time by the team
 Involved in the concierge mentorship program
 Prepare and deliver team meetings and one on ones with team members
 Handle special projects and additional responsibilities as needed

SERVICE EXECUTION
Support client and organizational objectives through all customer touch points to the final fulfillment and follow through on the request.

 Must handle customer calls and provide all required information including completing requests and fulfillment
 Meets or exceeds schedule adherence standards to ensure service levels are achieved
 Meets or exceeds Service Quality expectations through Quality Scores, Customer Satisfaction Surveys, and Customer feedback
 Must be able to provide real time coaching and feedback to the team members
 Meets or exceed revenue targets through request and transaction conversion
 In conjunction with the team, responsible for meeting client metrics (e.g. card spend and points burn)
 The concierge may be called upon to provide program benefit support

RELATIONSHIP BUILDING
Directly accountable for repeat utilization through the creation and delivery of memorable customer experiences. They accomplish this through:

 Nurturing vendor and partner relationships
 Strong focus on building a network of partners in respective city
 Understanding and expanding on the stated needs of the customer
 Utilizing historical and new information to deliver service beyond expectations.
 Practicing “no is not an option” in their quest to deliver on the customer’s expectations
 Building strong teams to support a global network

CANDIDATE PROFILE

The ideal candidate will have:
 1 – 3 years of Concierge or related experience
 Bachelor Degree preferred
 Proficient in all standard business tools and applications (Microsoft Office, browsers, etc.).
 Strong relationship and people skills are a must
 Creativity and problem solving are essential in the fulfillment of this role
 Strong organizational, interpersonal skills
 Strong analytical and reporting skills
 Supervisory experience a plus
 Bilingual required – Excellent written and verbal communication skills in both English and French
 Proven reliability is essential
 Flexibility with schedule including evenings and weekends

Job Features

Job CategoryConcierge, Operations

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