Shift Lead – Toronto, Canada

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.

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

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

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


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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