Operational Support Specialist

Team Lead, Operational Support

Who we are

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable and passionate, and who enjoy finding solutions.

If that's you, let's work, learn and grow together.

We are building an inclusive and diverse team

Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

Some of what you will do

As the Lead for the Operational Support team, you will help achieve departmental goals through day to day task coordination, the creation of training and communication materials, assisting with escalations and helping the team to meet their KPI targets. You will also support management staff through the coordination and follow through for tasks related to system enhancements and new system deployments. You will inspire the team to deliver exceptional, quality service to the wider Tech Services Operational team, our stores, third party vendors and other stakeholders through feedback, coaching and leading by example.

Specifically, you will:

• Provide support to management in completing deliverables and building requirements for various projects, including system development and integration, as well as product launches

• Partner with various stakeholders (L&D, Retail Operations, AP, etc.) to create training materials and communications

• Complete UAT testing of system upgrades and development

• Work cross functionally with internal departments, third party vendors and external customers, and act as a liaison for the team, communicating with other business stakeholders as required

• Assign day to day and occasional tasks to members of the Operational Support team

• Assist with workforce management processes

• Assess statistics and create strategies to ensure that KPI's are routinely met

• Handle level 2 escalations as assigned and/or requested, primarily serving our internal and vendor support program

• Provide feedback and observation-based coaching to associates

• Conduct training for new and experienced Operational Support and Administration team members as required

Some of what you need

• 1-2 years in a field related product ownership or project management preferred

• 2-3 years in a technical field

• 2-3 years in a customer service environment

• Degree, diploma or certificate in a technical field an asset

• Strong technical background with advanced experience across Microsoft Office Suite

• Detail orientation and sound decision-making skills

• Strong communication and customer service skills

• Ability to manage flexible working hours

• Curious

• Approachable

• Passionate

• Solutions finder

Some of what you will get

• Associate discount

• Health and Dental benefits

• RRSP/DPSP

• Performance bonuses

• Learning & Development programs

• And more...

Additional Information

• Work from home position

• Rotational shift schedule, including evenings and weekends

Category

Customer Service and Support