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-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.