Job Posting: Manager Customer Care-Long Term and Homecare

Where YOU work, makes a difference.

Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive.

Are YOU our next Manager Customer Care-Long Term and Homecare?

The Manager, Customer Care Contact Centre – Long Term Care & Homecare, is responsible for the efficient and effective management of the homecare contact centre both at administrative and operational levels by: ensuring overall service excellence, utilization of resources, budget implementation, the on-going performance management and development of staff, establishing and maintaining a superior customer care experience, developing and initiating programs, enterprise-wide projects and policies that consistently promote Dynacare quality service and customer satisfaction.

Status: Full-time Permanent

Shift: Days

Discipline: Homecare

Work Style: Hybrid -Travel as required.

Location: Head office, Brampton

Start Date: Asap

Why Dynacare is an amazing place for YOU:

• Join an award-winning "Top Employer" with meaningful and impactful career opportunities.
• Access a health and wellness benefits program that supports you and your loved ones.
• Grow and thrive with a dynamic, successful company through internal mobility opportunities.
• Invest in your future through RRSP match benefits and an employee stock purchase program.
• Experience a collaborative, diverse workforce that prioritizes dignity and respect for all.

How YOU will make a difference:

• Responsible for driving changes that improve the customer and employee experience.
• Partner with all departments, subject matter experts, and customer facing teams to maintain a strong knowledge level and understanding of the needs of the business.
• Collaborate with key stakeholders internal and external to identify growth opportunities and processes to improve the customer experience.
• Work within a defined budget to manage all channels of communication with our clients: fax, email, website uploader, and phone calls while maintaining and improving existing KPI’s.
• Provide leadership to effect resolution of all clients (internal and external) requests, problems and inquiries.
• Prepare contact center performance reports by collecting, analyzing, and summarizing data and trends.
• Make process improvement decisions based on data as well as feedback from customers and front-line staff.
• Monitor and take ownership of escalated complaints and ensure proper resolution/follow-up.
• Accomplish organizational goals by accepting ownership for undertaking new and different requests; exploring opportunities to add value to job accomplishments.
• Observe and review employee interactions with customers (via our call quality program) to ensure that the customer experience is a “WOW” experience and that all policies and regulations are being adhered to
• Develop staff and build succession plans.
• Interview and hire call center staff, provide training, create work schedules, approve timesheets, and manage staff.
• Assist in identifying, developing, evaluating, and implementing new processes or procedures which improve customer experience, service levels, reduce costs, and reduce the complexity of work being done by front-line employees.
• Seek out new opportunities for improvement in all functional areas based upon the “Voice of the Customer.”
• Train homecare coordinators on new policies, procedures, software etc.
• Take ownership of Continuous Improvement projects
• Advocate the Voice of the Customer within and without Dynacare
• Coordinate with all functional areas to drive positive change with the customer experience in mind.
• Monitor and take ownership of escalated complaints and ensure proper resolution / follow-up.
• Ensure proactive customer service is provided, including professional and personal assistance to internal and external clients, answering inquiries, reviewing customer complaints and implementing corrective action as appropriate and interpreting departmental information as required.
• Drive call centre productivity (i.e. – maintain reduced Housecall TAT, unprocessed housecalls & abandon rates) to ensure optimal customer experience.

What YOU bring to the role:

• Knowledge of contact centre statistics, management reports and KPI’s
• Skilled at planning and preparing work schedules, according to budgets and workloads.
• Understanding of the principles and processes for providing customer care. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Post secondary Degree/Diploma
• Strong experience in applying project management principles and techniques.
• Knowledge of Laboratory Information Systems an asset
• 5 years of successful customer service experience in medical laboratory or healthcare sector
• Demonstrated ability to manage staff and a minimum of 5 years’ experience in a management capacity.
• Experience in motivating, developing, and managing people as they work.

Technical Skills

• Strong sense of urgency with the ability to multi-task and prioritize within a fast-paced environment.
• Must be able to find a customer-centric view to all issues.
• Ability to organize and complete projects accurately, on time and in a team environment.
• High attention to detail and an innovative thinker who can provide solutions to complex and recurring issues.
• Ability to maintain positive, strong working relationships.
• Proficiency in MS Office Suite (including Word, Excel, PowerPoint, Outlook)
• Knowledge of CISCO Telephony platforms (or equivalent)
• Familiarity with AS400

Social Process Skills ·

• Must enjoy communicating with and helping customers of all kinds ·
• Must have a customer-centric approach in all things.
• Must have a strong bias for action.
• Ability to think critically and creatively to solve complex problems.
• Ability to work with minimal supervision.
• Strong written and verbal communication skills required to be able to clearly articulate issues, concerns and enquiries.
• Able to work collaboratively and professionally in a fast paced, sometimes stressful environment with competing deadlines while maintaining a positive approach.
• Demonstrated leadership ability in motivating, directing, and managing diverse staff · Strong decision-making ability to effectively manage constraints and competing priorities
• Demonstrated success at building relationships and collaborating with a network of internal and external colleagues and subject matter experts · Skilled at working cross-functionally to resolve problems and expedite work · Strong change management skills.

Passionate about supporting healthy lives with commitment and care? Please apply today and let us open the door to your extended career journey.

Dynacare has been a “Top Employer” for many years and there is a reason why. We are a great place to work. At Dynacare, we’re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care – we would like to meet you. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.

Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees.