Vyta Expert Team Lead

2 weeks ago

Mississauga, Ontario, Canada Bayshore HealthCare Full time

As a Team Lead:

  • Oversee a growing team of Vyta Experts, ensuring each team member is equipped with the tools and knowledge needed to take care of their clients
  • Oversee daytoday operations
  • Lead by example walk the talk each and every day. Comply with policies and procedures, follow the rules, model the company culture and values, set an example of leadership, and exude all of the behaviors and attitudes expected of team members
  • Keep team members on task, meeting deadlines by checking in frequently and professionally, ensuring adjustments are made to support team members meeting the team goals
  • Monitor team performance and report metrics with mitigation strategies to ensure targets are met
  • Motivate and inspire team members to do their best establishing a learning and continuous improvement environment
  • Create an inspiring, safe and positive team environment with a culture of open communication and collaboration
  • Communicate and interact with team members frequently providing clear, actionable feedback and ensuring team members are aware of and understand changes in processes, workflows, policies and procedures in a timely manner
  • Be a problem solver and make decisions quickly in support of the Expert Team
  • Handle escalated client issues when they arise and address in a timely manner ensuring excellent customer service
  • Discover training needs and provide coaching and training opportunities to improve performance
  • Listen to team members' feedback and resolve any issues or conflicts in a timely manner
  • Recognize high performance and reward accomplishments
  • Suggest, organize and deliver team building activities

As a Vyta Expert:

  • Ensure client needs are listened to attentively, are well understood and supported in order for them to reach their goals of living independently at home.
  • Provide consultation to existing and potential clients to ensure the right match between their needs and Vyta's packages of services.
  • Demonstrate exceptional caring and customer service with every client touchpoint.
  • Build trusted relationships with clients, colleagues and partners.
  • Visit existing clients and potential clients in their homes to listen to their needs and provide consultation on available services.
  • Act as the trusted advisor for your clients and their families when it comes to services and products designed to help seniors remain at home.
  • Work in a team environment with a collaborative style that is inclusive and engaging within Vyta, across Bayshore and with Vyta partners and caregivers.
  • Be a Vyta brand ambassador that supports Vyta's mission to empower people living in Canada to live well and age in place.
  • Deliver exceptional communication consistently that is professional, objective, and compassionate.
  • Document and track client, caregiver and partner experiences using Vyta systems, processes, policies and procedures.
  • Ensure client satisfaction and timely reaction and response to all client concerns and complaints with follow up and outcomes documented.
  • Communicate and/or report client, caregiver, partner incidents to the Vyta manager in a timely manner, based on best practice expectations.
Job Qualification

Education
Minimum - Secondary School Diploma. Certified Professional Consultant on Aging (CPCA) / Certified Senior Advisor (CSA) is an asset. Completion of a recognized program or certification, in relation to Gerontology, Dementia, Customer Service or Hospitality.

Experience
A minimum of (3) three years of client experience, preferably in a healthcare setting. 5+ years of proven experience as supervisor or a team leader.

  • Skills and Abilities
  • Excellent communication, interpersonal, and leadership skills
  • Attentive and generous listening skills
  • Deep experience with performance management of employees where a combination of discipline, encouragement and guidance is required to ensure employees are working at their best Excellent prioritization, organizational and timemanagement skills
  • Critical thinking, difficult decision making and problem solving skills
  • Ability to operate in an everchanging environment and have comfort in uncertainty and ambiguity while creating a positive, safe and health work environment
  • Demonstrated experience in high paced, agile, start up environments meeting targets and improving productivity
Attentive listener and ability to to convey genuine interest in others and clarify what you hear to demonstrate understanding.

Exceptional interpersonal skills and ability to handle difficult situations in an objective, consistent basis with the goal to resolve issues and preserve relationships.

Experience with building relationships that are positive, relating to others in a respectively way at all levels of the organization and with clients, caregivers and partners.

Ability to work as a part of a team in an inclusive and collaborative environment where people feel appreciated and valued, committed to work, striving to excel

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