AR Spec - Team Leader (AM & PM Shift Available)

    • Toronto, Canada

Reporting to the Manager of Academic Records, the Team Lead (TL) is a first level supervisory position that provides day-to-day direction, coaching and guidance to a team of Academic Records (AR) specialists. The Team Lead plans, evaluates workflow, coordinates work activities, manages performance, and implement efficient processes to achieve volumes expected to meet operational requirements. Overall, the purpose of this role is to support the Manager in developing a high performance team that delivers on production and quality objectives in order to contribute to the attainment of WES’ corporate mission.

Key Responsibilities:


  • Responsible for the daily supervision and direction of a team with accountability to ensure the completion of all tasks to meet operational goals
  • Performs people management responsibilities (i.e. assist in the recruitment, on-boarding and training of new hires, engage and motivate staff, maintain positive employee relations, performance management, recognize and reward staff, etc.)
  • Continuously supports employee development and training needs by providing ongoing feedback, coaching and/or one-on-one training
  • Adheres and ensures compliance with internal policies and procedures
  • Communicates and informs staff on departmental updates, organizational objectives and the implementation of new processes and procedures

  • Responsible for staff schedules and workload management (i.e. distribute work, assign overtime as approved by Manager, etc.) in a shift environment to maintain optimal work flows and to maximize the efficient use of resources
  • Maintains methods and processes for ensuring operations meet daily production, productivity and quality metrics
  • Optimizes coverage and fill in on occasion to meet staffing and operational demands in a high volume productions environment
  • Investigate and respond to all customer queries and issues coming from various channels to promote early resolution of concerns
  • Provides management support and feedback to team in addressing operational issues and challenges
  • Escalate concerns to management (i.e. situations that are causing bottlenecks in the production process) and be creative in recommending solutions for day to day challenges
  • Assist in the preparation of management and departmental reports as needed
  • Monitors overall quality control for all areas of Academic Records by spot checking for accuracy and tracking errors for frequency and trends

Process improvements/efficiency
  • Engages team to continuously seek opportunities to streamline processes and identify innovative ways of doing things
  • Takes initiative to recommend solutions and process improvements to optimize quality, efficiency and cycle time
  • Works with the Manager to implement process and policy changes to continuously drive operational efficiency


  • College diploma or equivalent preferred
  • 1-2 years of demonstrated supervisory or team lead experience
  • Relevant work experience in a productions, mailroom operations, logistics or call centre environment preferred

  • Customer focused
  • Ability to manage staff through strong interpersonal and communication skills (verbal and written)
  • Ability to lead, coach and motivate staff
  • Effectively prioritizes and delegates work & responsibilities
  • Works well under pressure to meet deadlines/targets
  • Possess good judgement and problem solving skills
  • Analytical with a strong attention to detail and accuracy
  • Willingness to take direction and constructive feedback to improve personal and team performance
  • Strong computer skills – MS Office, AICES database, web based applications
  • Responsible and accountable
  • Self-motivated with the ability to work independently and as part of a team

Working Conditions:
  • Fast paced in a high volume productions environment
  • Working under pressure to meet workload demands and production deadlines
  • Shift work between the hours of 8:00am to 8:00pm. 2 shifts available: AM (8:00am – 4:00pm); PM(12:00pm – 8:00pm)

Back to top