WCD helps organizations rethink their back-office operations. As a leader in back-office optimization, we turn the back office into a driver of data intelligence, business growth, and competitive advantage. Our approach connects people, process, data, and automation—eliminating low-value, repetitive tasks, accelerating workflows, improving accuracy, unlocking insights, and freeing your team to focus on what truly moves the business forward.

Our solutions include managed back-office services, automated digital document delivery platform, and AI-driven digital mailrooms—backed by a team with expertise in outsourced print management, document scanning & imaging, workflow automation, and enterprise content management. We support key functions across the mailroom, accounting, operations, records management, and reception.

Over seventy years strong—and still helping organizations work smarter and move faster.

Position Overview:
Reporting to the Director of Managed Services Operations, the Onsite Team Lead (OTL) is responsible for overseeing the day-to-day operations and service delivery at one of our Managed Services location. This role is critical in ensuring high-quality service, maintaining strong client relationships, and leading a team to meet performance expectations. The OTL acts as the primary liaison between the client and the company, ensuring seamless communication and operational excellence.

Key Responsibilities:

• Client Relationship Management
• Serve as the main point of contact for client inquiries and concerns.
• Build and maintain strong, professional relationships with clients.
• Understand client needs and ensure expectations are met or exceeded.
• Service Delivery Coordination
• Oversee and coordinate all onsite service activities.
• Ensure timely, high-quality service delivery.
• Address and resolve service-related issues promptly.
• Team Management
• Supervise and support the onsite team in daily operations.
• Coordinate scheduling and vacation approvals to ensure adequate coverage.
• Review and approve bi-weekly timesheets.
• Collaborate with HR and Team Leads on performance management.
• Share client feedback with the team to drive continuous improvement.
• Communication
• Provide regular updates to clients and internal stakeholders.
• Communicate client feedback to relevant teams for service enhancements.
• Problem Solving
• Identify operational challenges and implement effective solutions.
• Drive process improvements to enhance productivity and efficiency.
• Oversee daily operations of print production, mailroom, and catering services.
• Ensure equipment, inventory, and delivery processes meet client requirements.
• Maintain a clean, safe, and organized work environment in all service areas.
• Adhere to company safety standards and policies.
• Perform other duties as assigned by the client or WCD Management.
• Identify and communicate critical business issues.
• Collaborate with colleagues and leadership to align with key business goals.
• Proactively recommend improvements to enhance service quality and employee experience.

Qualifications

Experience

• Minimum 5 years in customer service, account management, or a similar role.
• Experience managing onsite delivery teams is an asset.

Skills & Competencies

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Highly organized with strong multitasking and time management skills.
• Effective problem-solving and decision-making capabilities.
• Proficiency with CRM systems and operational tools.
• Ability to meet SLA targets and client expectations.
• Resilient under pressure with a positive, team-oriented attitude.
• Commitment to upholding company values and delivering exceptional service.

Education

• High School Diploma or equivalent

Join WCD to grow your career, expand your knowledge, and become part of a fun team committed to customer success.