Easy Tax - Team Lead

OPPORTUNITY…POTENTIAL…FUN…FAST PACE… TEAM…DYNAMIC…LEADERS IN OUR INDUSTRY…

If you are looking for a fun fast paced job where you can learn some new skills and earn some extra cash… this could be the perfect opportunity for you! 

National Money Mart’s Tax Processing Centre (TPC) located in our Victoria Head Office opens for business January 2016 and we are looking to hire smart, business savvy, people who get a thrill from helping our customers meet their personal and financial goals. We offer amazing training programs, world class benefits, great personal incentives and lots of other cool perks. If you are looking to flex your sales skills, and want to join a diverse, fun and dynamic team we have the job that you have been looking for.

Our hours of operation are between 6 am and 11 pm daily until March 2016 so chances are we will have something that suits your needs! Our hours of operation are very flexible and we have a variety of positions and shifts available to fit your busy schedule. 

Would you like to earn some extra cash early 2016? Please apply with your resume. We have many terrific opportunities available within our company such as Tax Processor, Tax Admin, and Customer Support Operator. Check us out online at www.moneymart.ca

This is also the perfect opportunity for anyone looking to get into one of the largest Corporations in Victoria!  

Every year after tax season you will have the opportunity to check out other departments at Money Mart that might interest you! No tax experience? No problem… we have an extensive training program to get you up to speed with our systems and the knowledge required for you to be successful!

At Money Mart, you can learn, grow and thrive…. So what are you waiting for????

Job Description

The Easy Tax Team Lead is focused on providing an amazing customer experience; The Team Lead uses their expertise and customer service skills to assist direct reports or via an escalation from a Call Taker. The Team Lead will use their supervisory skills to effectively lead a team in meeting their service levels and support goals. The Team Lead will coach and train fellow staff members to ensure proper procedures are being followed, metrics are being met or exceeded and the customer experience remains consistent and exemplary. The Team Lead will adjust staff levels and functions in real-time based on current work volumes and make-up.

ACCOUNTABILITY:

• Provide team, floor, queue (files, chat, phone, e-mail) and activity management, quality and performance feedback and service level adherence on a one-on-one and team basis, periodic reporting accuracy and analysis. 

RESPONSIBILITIES AND POSITIVE PERFORMANCE INDICATORS

TAX FLOOR AND DEPARTMENT MANAGEMENT

• Maintain smooth and efficient processing of tax files in TPC
• Ensure correct processes are being followed in all aspects of tax preparation by TPC floor staff
• Provide guidance and clarification as a first point of contact in responding to processing queries from TPC floor staff.
• Schedule and arrange breaks and administer as floor/traffic levels allow 
• Acquire and maintain knowledge of relevant products, current support policies, and methods of support delivery, in order to provide accurate solutions to direct reports
• Verify and document system outages and assist with or manage escalations to Tax Supervisors/ Management 
• Ensure proper opening and closing department operations
• Ensure team and floor schedule and break adherence
• Escalate problems when resolutions cannot be determined.  
• Ensure that store issues involving customers and/or staff are forwarded onto the DM/GM as well for resolution. Follow up as necessary.
• Possess business acumen; understand the elements that drive productivity and performance indicators to Identify issues affecting speed of processing
• Work with other corporate departments to solve customer service related issues.
• Report on staff performance to the TPC Supervisor(s)
• Other duties as assigned by the TPC Supervisor(s)

Qualifications

EDUCATION AND REQUIRED SKILLS

• Must have previous experience with personal income tax processing
• Ability to work well as part of a team
• Ability to communicate clearly and effectively with co-workers, field staff, and customers
• Ability to monitor workloads and ensure staff are meeting turnaround times
• Ability to multitask with a large workload in a fast paced environment
• Computer literate 

PREFERRED SKILLS

• Phone skills, leadership, coaching ability, problem solving, customer handling, calm demeanor, ability to handle stressful situations, organization, attention to detail, PC experience, Microsoft Office, e-mail, phone and chat familiarity.
• Bilingual in English/French an asset
• Experience in call center environment an asset
• Computer courses an asset
• Supervisory experience an asset
• Post-Secondary Courses an asset