Supervisor - Intake & After Hours Program

Position Overview

Is a member of the Primary Health Care Team with a commitment to service excellence. Reports to the Manager, Operations, PHCC. Is the primary point of interaction with the contact centre employees; is hands-on and leads by example. Takes the initiative to identify and solve-problems.

Experience

• Experience in education, coaching and performance management an asset.
• Five (5) years progressively responsible experience in a high-volume contact centre environment with an emphasis on providing service to callers preferably in a health or social services environment.
• Three (3) years as team lead and/or equivalent supervisory/management experience.

Education (Degree/Diploma/Certificate)

• B.S.W., B.N., B.A. or B.Comm. with a major in Administrative Studies or Management.
• Training in advanced telephony systems and protocol driven distribution systems.
• Cardiopulmonary Resuscitation (CPR) training requirements for this position shall be in accordance with the Employer policy.

Certification/Licensure/Registration

Not Applicable

Qualifications and Skills

• Computer proficiency required.
• A proven ability to manage own work priorities and make decisions.
• Able to make decisions and recommendations on program priorities, functional design changes, process improvements and problem resolution.
• Works within the Centre's core values, philosophy, vision, C.Q.I. goals, policies and procedures.
• Understanding of contact centre operations.
• Confident, positive attitude with commitment to work in a team environment.
• Adaptable and reliable with the ability to coach and counsel staff.
• Assumes responsibility for ongoing education and participates in professional activities for personal and professional growth.
• Adaptable and reliable with the ability to coach and counsel staff.

Physical Requirements

• Position is sedentary at times and may require periods of sitting, typing and speaking.
• High stress due to nature and large volume of calls in a fast-paced environment where customer service is part of the business and also managing the challenge of meeting administrative quality expectations and staff performance issues.