In-office, full-time permanent (approximately 40 hours per week)
This is not a remote / work from home position.
If you are selected, the position begins with a 4-week mandatory training period. All training is paid, training is done during the week at our call centre and may include week-end evenings.
We are located at 1260 Lawrence Ave East, M3A 1C4
Starting pay for the position is $19.75 per hour
Responsible for overseeing approximately 30 call centre agents
Full-time permanent, approximately 40 hours per week
Pizza Nova is at it's busiest on the Weekends (Friday , Saturday and Sunday)
And during typical Dinner Hours each day (5-7pm). Should you be interested in this position you can expect to be needed on the Weekends and during the Dinner hours on the days you work.
Job Standard:
1. Major Objectives: The primary objective of the Team Leader is to provide daily guidance and communication to employees to ensure:
· Calls are answered in a timely, efficient, and knowledgeable manner.
· Solutions are provided for a variety of customer, operator, and store concerns.
· Accurate documentation of decisions and actions.
Responsibilities include:
· Correcting orders and troubleshooting customer complaints.
· Assisting stores with challenges or questions.
· Providing regular guidance and feedback to your team members to encourage them to provide the experience Pizza Nova expects.
· Supporting in-house and external operators with computer processing.
· Providing corrective feedback and instruction to operators as needed.
· Keeping Call Centre Manager, Assistant Manager, and/or District Managers informed of extraordinary problems involving stores, customers, and employees.
2. Essential Work Activities:
· Provide evaluations, statistical analysis, and performance feedback regularly.
· Contribute to performance assessments to support skills improvement.
· Maintain a high-quality work environment to motivate team members.
· Assist managers with daily operations, including workflow development and analyses.
· Implement agreed-upon procedures to uphold departmental standards and directives.
· Recognize and reward high performance.
· Address store concerns regarding:
o Customer complaints
o Special order instructions or increased delivery times
· Provide expertise on product-related queries, including allergens, calorie content, and preparation.
· Act as a liaison with District Managers on behalf of stores for escalated concerns or requests.
· Support operators by clarifying procedures, answering inquiries, and resolving system-related issues.
· Confirm orders for customers with address or phone discrepancies (non-Team Lead specific).
· Review operator errors, offering constructive advice.
· Maintain customer files with corrections and notes to improve service efficiency.
· Assist with order taking as required.
· Other duties as assigned.
3. Primary Contacts:
· Operators/Customer Service Agents: Primary customer-facing team members.
· Customers: The core focus of Pizza Nova’s service.
· Franchisees and Store Staff: Treated as internal partners and collaborators.
· Call Centre Managers and other Team Leads: Direct supervisors and support team.
· District Managers: Receive store-related updates and handle escalated concerns as per policy.
ABOUT US
Founded in 1963, Pizza Nova is a leading pizza franchise with approximately 150 locations servicing Southern Ontario. Pizza Nova’s success as a brand can be attributed to a strong set of core values, with product quality and customer service being its primary goals. The company is family owned and maintains a staff of 2,000+ in the broader system, which has built a culture of family and collaboration. As a result, Pizza Nova is a brand very committed to community involvement with initiatives such as “That’s Amore Pizza for Kids Day” in support of Variety Village and has major partnerships with the Toronto Blue Jays, TIFF and the CNE.
Pizza Nova’s Core Values were created by our Franchisee’s and their staff, Call Center Management and Staff, Support Office, and Pizza Nova’s Ownership. Our values begin with our Commitment to Excellence. They are equal in their importance and listed below:
Quality, our passion is to consistently deliver the best quality product
Service, delight our customers with an exceptional experience
Community, committed to giving back
Family, our recipe: honesty, hard work, mutual respect
Innovation, pursue and embrace new ideas
Leadership, inspire to learn more, achieve more and grow more
Integrity, consistently fulfil our promises
Skills:
Customer-Centric Mindset – Focused on understanding and meeting customer needs with care and professionalism.
Collaborative Team Member – Builds strong relationships and works effectively with colleagues to achieve shared goals.
Effective Communicator – Skilled in clear, positive communication to de-escalate situations and foster understanding.
Leadership and Mentorship – Guides and develops team members to reach their full potential.
Adaptable and Resilient – Embraces change and adjusts seamlessly to evolving demands.
Highly Organized – Capable of managing multiple tasks and priorities efficiently.
Results-Oriented Performer – Excels under time constraints and consistently meets deadlines.
Dependable and Dedicated – Demonstrates accountability, loyalty, and a commitment to excellence with a positive attitude.
Critical Thinker and Problem Solver – Tackles challenges analytically and identifies effective solutions.
Technically Proficient – Competent in using workforce optimization tools, call center software, and systems relevant to the role.
Innovative Thinker – Brings fresh ideas and creative solutions to improve processes and outcomes.
Experience:
· Proven leadership experience, including managing and coaching teams of any size.
· Customer Service: Minimum 3 years
· Call Center Experience (preferred)
Job Types: Full-time, Permanent
Pay: From $19.75 per hour
Expected hours: 40 per week
Benefits:
- Dental care
- Life insurance
- On-site parking
Experience:
- Being a Team Leader: 1 year (preferred)
- Customer service: 3 years (preferred)
Language:
Work Location: In person
