Contact Centre Manager

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

Person-and family-centered care (PFCC) is an approach to care that recognizes the importance of family in a patient’s life and the importance of their active involvement in planning and making decisions on health care, services and treatment, and health system reform. This approach to care provides respectful, compassionate, culturally safe, and responsive care that meets the needs, values, beliefs, and preferences of the patient, their family, and others identified as significant to their life from diverse backgrounds and settings.

The Integrated Care Solutions contact centre requires a high-performing, innovative, customer-centric, and experienced leader to fill the new role of Contact Centre Manager. Working within a fast-changing work environment, you will lead a high performing, customer & employee facing team drawing on your exceptional leadership, coaching capabilities, and commitment to service excellence.

Reporting to the Director of Support Services, you will support Bayshore ICS’s mission, vision & values. You will be responsible for the entirety of daily operations and management of all contact centre activities through the effective use of budgeted resources, with responsibility for meeting or exceeding key performance indicators and quality assurance metrics, as well as identifying trends, opportunities to improve, and related strategies. You will lead, coach, and empower those that assist our customers and our employees with many aspects of their interaction experiences with our brand and ensure they are receiving the appropriate high-level support that they need while optimizing all call/contact centre operations to achieve KPIs, quality control, and budget objectives.

Your strategic contact centre business acumen and leadership will help drive continuous improvement while collaborating with cross-functional teams to achieve outstanding results on behalf of the organization. Your previous experience in managing small to medium call centers, will come in handy as you help shape our contact centre technology, optimize our processes, and define metrics to measure our efforts.

Duties and Responsibilities

• Oversees the daily activities of the Contact Centre by giving guidance, inspiration, and leadership to the contact centre team to create a welcoming and stimulating work environment where employees look forward to coming to work each day.

• Strategically identifies and implements contact centre operational plans and strategies in line with broader organizational goals and industry best practices.

• Plans and organizes recruitment, coordinating with HR personnel.

• Organizes and evaluates workforce staffing, taking into account shift patterns, capacity gaps, and the number of staff required to meet demand while delivering efficient operation and productive.

• Establishes goals for the daily operations contact center operations. Tracks and drives appropriate performance objectives and measures continuing to increase operational efficiencies and quality.

• Champions the standards for providing exceptional service every day and ensures these standards through training and coaching. This includes ensuring systems and processes are in place to support the transfer and maintenance of information to Client Service Coordinators (CSCs) and quality-monitoring coaching program is established and implemented by CSMs with CSCs.

• Establishes, nurtures, and coaches’ direct rapports on effective leadership techniques and tried-and-true contact centre management business principles and practices.

• Develops a sophisticated contact centre service capability (people, process, and technology) that is essential to maximizing contact centre operations.

• Clearly align business and data demands and deliver objectives in cross-functional strategic projects as the Contact Centre's leader or representative.

• Provide staff with the necessary training including identifying, and managing risks and issues related to the implementation of changes or new initiatives and develop and carry out implementation strategies.

• Identify, develop and champion the improvement and optimization of procedures.

• Foster change management and team building practices to help influence positive team engagement. Communicate and share the vision, goals, and objectives of the organization with your employees, this also includes sharing information about what is happening in the department, and company.

• Manage optimal functioning of contact centre systems in coordination with the Operational Systems Administrator including user and agent interfaces; develop and execute user acceptance test plans; work with vendors/partners in the planning and controlling of system implementations, upgrades, and patches.

• Participates in proactive Health & Safety activities while performing all duties.

• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.

• Oversight of contracted third-party answering services.

• Complete other tasks as requested.

Job Qualification

• Completion of a bachelor’s degree in a health or business-related field or an equivalent of relevant experience.

• Health care agency service experience would be an asset.

Experience

• Minimum 3-5 years of Leadership experience in a Contact Centre environment, leading and managing a small to medium team of Customer Service professionals within a high volume and customer-centric inbound service organization. Multi-channel experience is considered an asset.

• Minimum 5 years’ experience in Contact Centre technology, fundamentals, best practices, and contact centre service principles; Capable of defining requirements and leading implementation.

• Expert knowledge of work force and performance planning to achieve established performance metrics and service excellence in the daily management of the Contact Centre operations.

• Minimum 5 years’ experience of call flow design, telecommunications, system programming and management, reporting, and business continuity. Previous hands-on experience using Five9 or similar CCaaS platforms would be a definite asset

• A passion for mentoring and developing people. Experience in managing/leading a diverse, high-performing team in a hybrid work environment, as well as motivating and inspiring them to achieve desired results and strategic objectives. Capable of and leads difficult conversations when situations warrant.

• 3-5 years’ experience leading significant change.

Skills and Abilities

• Superior communication (both oral and written), decision-making, reporting, analytical, problem-solving, and strategic thinking skills.

• Strong relationship-building expertise to work effectively with multi-disciplinary groups of professionals.

• Knowledge of Microsoft Office Suite

• A commitment to building a culture around diversity, inclusion, accountability, and trust.

• Exemplary customer service and omni-channel orientation and commitment to service excellence, including in the resolution of escalated customer service issues and complaints.

Working Conditions

This role is performed in a normal business environment with minimal needs for physical effort. The working environment has minimal discomfort with little safety risk. High sensory attention and mental stress are inherent in this role. Some projects and deadlines may increase the sensory attention and mental stress to a higher level due to the increased focus and additional hours required. Some travel is required for this role.

Bayshore ICS is currently operating in a Hybrid Work Model with 2-3 days in our home base location in Markham with some travel within Ontario. The Support Services Contact Centre is 24/7 operation. The Contact Centre Hours of Operation are 5 am to 10 pm, 7 days a week.

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Please speak with the recruiter for Provincial and/or position specific requirements. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.

“At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing.”

Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.