Job Title

Title: Team Manager, Video Exception Processing (12 Month Contract) Department: Customer Operations Location: 6200 Steeles Ave West, Woodbridge Salary Range: $70,000 $75,000 Position Summary:As an enthusiastic handson Team Manager, Video Exception Processing (VEP), your primary focus will be to lead, coach and supervise our VEP Operators within the VEP department. This position will report directly to the Manager, Customer Operations. Primary Responsibilities Ensure Video Exception Processing standards, SLAs and production objectives are met through coaching, mentoring and daytoday development and recognition of assigned team members. Conduct regular team meetings to review personal strengths and weaknesses and assist team members with their career path options. Oversee employee performance management including investigations, discipline and recruitment and staff development. Manage attendance, timesheets, departmental goals and objectives, team performance and liaise with Human Resources. Be responsible for the knowledge transfer of new and existing policy & procedures. Facilitate training and or departmental crosstraining, share best practices and general communications to team. Monitor and review VEP transactions to ensure accuracy and productivity of plates processed. Attend regular leadership meetings, professional training and seminars. Work with the workforce group and management to ensure department standards, objectives, process improvement and system issues are addressed. Collaborate with intraday to assign work tasks to staff based on queue size. Compile and analyse various reports. Identify, investigate and report on possible data entry and system anomalies to Management. Ensure business decisions comply with the negotiated collective agreement. Maintain a positive working environment for staff. Identify training requirements, process improvements and make recommendations for development to customer operations management. Qualifications Completion of postsecondary education or equivalent. At least 35 years supervisory experience in a union environment is an asset. Must have a minimum of 2 years previous experience in a data entry or customer service environment. Must be flexible to work a full time 37.5 hour/week shift in office within the operating hours of SundaySaturday 7:00 a.m. to 10:00 p.m. (including weekends and statutory holidays). These hours are subject to change based on business needs. Proficient with MS 360, Verint, SFDC and SAP. Ability to interact with colleagues in a teamoriented environment. Strong service orientation skills required. Strong ability to coach, motivate and recognise staff on their achievements. Demonstrates leadership qualities such as solid organisational/timemanagement skills, sound judgments and decisionmaking skills, solid business, system and product knowledge. Demonstrate ability to listen, identify, evaluate and take initiative consistently. Ability to excel in a fastpaced environment, meticulous attention to detail, work under pressure in a structured environment, tight deadlines, repetitive tasks anticipate delays communicate results. We are actively seeking to fill this role as it is a current vacancy. About 407 ETR Highway 407 ETR is an allelectronic openaccess toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east. 407 International Inc. is the sole shareholder of 407 ETR and is owned by: Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (48.29%); Canada Pension Plan Investment Board (CPP Investments) and other institutional investors (44.20%); and Public Sector Pension Investment Board (PSP Investments) (7.51%) Learn more at 407etr.com Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole. Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive. Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process. #J-18808-Ljbffr