MRI Software

Manager

MRI Software

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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About the role

  • Direct management of agents & leads, including: Approving timecards & PTO
  • Completing and delivering performance reviews
  • Monitoring and reviewing casework
  • Ensuring all departmental KPIs, team goals, and SLAs are being met
  • Agent coaching, including direct reports and other members of the larger Support team
  • Participates in recruiting process as hiring manager, interviewing candidates and participating in the decision-making process
  • Taking ownership of case escalations, including all client and internal communication
  • Ability to take ownership of internal projects, initiatives, and client issues and drive them to completion

Requirements

  • 2-4 years of experience in Client Support (or comparable experience)
  • 1+ years of successful direct supervisory experience
  • Ability to lead departmental projects
Benefits
  • Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group
  • Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit
  • Invest in our competitive 401k plan and help set you up for your future
  • Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)
  • Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 15 hours of ‘Flexi’ time a year
  • Further your professional development and growth with our generous Tuition Reimbursement offerings
  • Enjoy the flexibility of working from anywhere in the world for two weeks out of the year
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
direct managementperformance reviewscoachingrecruitinginterviewingdecision-makingownershipcommunicationleadershipproject management