Member Service Centre Manager

3 weeks ago

Richmond Hill, Canada SEIU HEALTHCARE Full time

**SEIU Healthcare is a union of more than 60,000 members who are frontline healthcare workers in hospitals, long-term care facilities, and homecare agencies in communities throughout Ontario. We advocate with our members by launching progressive member driven programs, adapting best practices, and encouraging new and innovative ideas. We strive to create a society where workers are valued and rewarded for their work. As a result, thriving workers have a greater opportunity to participate and lead in building healthy communities. We provide a strong voice through collective bargaining, labour relations, and political action to ensure frontline workers are heard and respected when decisions about healthcare are being made.**

The **Member Service Centre Manager** oversees the tier 1 and 2 call centers, grievance center and specialized service delivery housed under the tier 3. This role requires strong team leadership skills, strong customer service skills, being highly organized, and being solution orientated.

This role will also oversee the realization of our organizational plan to build out the current MSC into a multidisciplinary team providing various member services, with a focus on grievance intake and administration, WSIB and RTW services, and connecting members to the SEIU Ecosystem.

This role oversees the heart of our Member Services Division, serving as the initial point of contact for our members to access what our union has to offer. Ensuring a positive member experience during MSC interactions will be a core accountability metric for this role.

The position holder will report to the Director of Home and Community Care. This position is full-time and is based at our Head Office in Richmond Hill, Ontario.

**DUTIES AND RESPONSIBILITIES**:
**1. MSC Team Leadership**:

- Lead, mentor, and motivate service teams to ensure high performance, productivity, and member satisfaction.
- Actively lead, promote and foster our organizational equity and inclusion program and principles. Ensure our MSC services and member interactions reflects these principles. Hold staff accountable and take necessary actions when we fail to meet these principles.
- Foster a collaborative and inclusive team culture that prioritizes communication, teamwork, member experience, and professional development.
- Contribute to the development of the multidisciplinary MSC team composition and role objectives.
- Foster a customer service focused environment.
- Hold staff accountable to their duties, performance and development utilizing metrics, data and qualitative indicators.
- Actively promote and engage in collaborative work within the various member service departments, ensuring all relevant issues are communicated, that all departments within the division are updated and aware of relevant information.

2. **Member Service Satisfaction and Quality Assurance.**
- Oversee the delivery of member services through the multichannel contact centre. With a specific focus on timely, inclusive and complete response to member inquiries and contacts.
- Ensure consistency in service delivery, develop protocols and process to ensure a uniform member experience through any contact modality.
- In collaboration with the Servicing Sectors, ensure MSC services reflect the needs of the membership through consistent updates, responses to emerging issues, and feedback from the field staff.
- Be data centric, focus on quantitative metrics to measure member satisfaction and service delivery effectiveness. Make recommendations for process improvement based on these metrics.
- Oversee the various functions of our CRM software, working with our Operations Division ensure updates, training protocols and functions meet the member service needs of the organization.

3. **Grievance Centre**
- Collaborate with the Servicing Sectors and Organizing, to make the vision for a full grievance centre a reality.
- Focus on steward experience and ease of process for grievance submission.
- Maintain and improve our grievance submission, tracking and document retention processes.
- In coordination with the Servicing Sectors identify gaps and process improvement for grievance submissions and overall administration.
- Monitor, collect and analyse grievance related data, specifically related timelines, documentation, and resolution tracking.

**4. Call Centre Management**
- Oversee daily call center operations to ensure timely and accurate handling of member inquiries, concerns, and requests.
- Implement and maintain service standards to meet or exceed member expectations and internal benchmarks for all relevant metrics including response time, hold time, dropped call rates, call durations and call resolution.
- In collaboration with the Servicing Sectors and Research, ensure collective agreement interpretation, grievance coaching, and labour relations advice is delivered in a consistent way throughout the Member Service Division.

**5. Specialized Services and SEIU Ecosyste

  • Member Service Centre Manager

    3 weeks ago

    Richmond Hill, Canada SERVICE EMPL INTL UN Full time

    **SEIU Healthcare is a union of more than 60,000 members who are frontline healthcare workers in hospitals, long-term care facilities, and homecare agencies in communities throughout Ontario. We advocate with our members by launching progressive member driven programs, adapting best practices, and encouraging new and innovative ideas. We strive to create a...

  • Member Service Centre Tier 1 Representative

    1 week ago

    Richmond Hill, Canada SERVICE EMPL INTL UN Full time

    **SEIU Healthcare**is a union of more than 60,000 members who are frontline healthcare workers in hospitals, long-term care facilities, and homecare agencies in communities throughout Ontario. We advocate with our members by launching progressive member driven programs, adapting best practices, and encouraging new and innovative ideas. We strive to create a...

  • Member Service Centre Tier 1 Representative

    3 days ago

    Richmond Hill, Canada SERVICE EMPL INTL UN Full time

    **SEIU Healthcare**is a union of more than 60,000 members who are frontline healthcare workers in hospitals, long-term care facilities, and homecare agencies in communities throughout Ontario. We advocate with our members by launching progressive member driven programs, adapting best practices, and encouraging new and innovative ideas. We strive to create a...

  • Member Resource Centre Tier 1 Representative

    4 weeks ago

    Richmond Hill, Canada SERVICE EMPL INTL UN Full time

    **SEIU Healthcare **is a union of more than 60,000 members who are frontline healthcare workers in hospitals, long-term care facilities, and homecare agencies in communities throughout Ontario. We advocate with our members by launching progressive member driven programs, adapting best practices, and encouraging new and innovative ideas. We strive to create a...

  • Centre Coordinator

    4 weeks ago

    Richmond Hill, Canada Scholars Learning Centre Full time

    **Job description** **Scholars GTA North is growing, and we are looking for someone passionate and enthusiastic to join our management team. If you're looking for a challenging and rewarding work environment, we want to hear from you!** - A post-secondary education, with Teacher's College or teaching experiences preferred - An ability to provide quality...

  • Centre Coordinator/tutor

    4 weeks ago

    Richmond Hill, Canada Scholars Learning Centre Full time

    **Scholars GTA North is growing, and we are looking for someone passionate and enthusiastic to join our management team. If you're looking for a challenging and rewarding work environment, we want to hear from you!** - A post-secondary education, with Teacher's College or teaching experiences preferred - An ability to provide quality customer service that...

  • Call Centre Representative

    3 weeks ago

    Richmond Hill, Canada Universal Soul Service Corp. Full time

    **Overview**: **Responsibilities**: - Order entry and processing customer payments by phone - Process customer refunds following the approval process - Liaise with the shipping department to follow up on customer orders - Managing customer interactions/documentations in the CRM database - Connect with the Payment plans team to help resolve customer queries...

  • Tutoring Centre Manager

    4 weeks ago

    Richmond Hill, Canada Scholars of Richmond Hill Full time

    Scholars provides results that matter to students of all ages through individualized tutoring and mentoring. Scholars is seeking a passionate and motivated individual to join our team as a **Tutoring Centre Manager.** If you’re looking for a challenging and rewarding work environment with a dynamic set of responsibilities, we want to hear from...

  • Manager of Labour Relations Hospitals

    4 weeks ago

    Richmond Hill, Canada SERVICE EMPL INTL UN Full time

    **SEIU Healthcare is a union of more than 60,000 members who are frontline healthcare workers in hospitals, Long term care facilities, and homecare agencies in communities throughout Ontario. We advocate with our members by launching progressive member driven programs, adapting best practices, and encouraging new and innovative ideas. We strive to create a...

  • Customer Service Representative

    4 weeks ago

    Richmond Hill, Canada Universal Soul Service Corp. Full time

    **Overview**: **Responsibilities**: - Order entry and processing customer payments by phone - Process customer refunds following the approval process - Liaise with the shipping department to follow up on customer orders - Managing customer interactions/documentations in the CRM database - Connect with the Payment plans team to help resolve customer queries...

  • Manager, Animal Centre

    3 weeks ago

    Richmond, Canada BCSPCA Full time

    If you are up for the challenge and would like to be considered for this position, we would like to hear from you. The British Columbia Society for the Prevention of Cruelty to Animals (BC SPCA) is looking to fill the following career opportunity: **POSITION**: Manager, Animal Centre **STATUS**: Permanent; Full-Time **SHIFT**: 35 hours per week **LOCATION**:...

  • Production Supervisor, Configuration Centre

    4 weeks ago

    Richmond Hill, Canada Compugen Inc Full time

    **Job Title** - Production Supervisor, Configuration Centre **Vacancy No** - VN533 **Work Location** - Richmond Hill, ON **Job Details** **Production Supervisor, Configuration Centre** **Overview**: - Compugen is one of Canada's largest privately-owned and operated IT services providers and PC systems integrators. As part of the Compugen team, you will...

  • Interprofessional Team Member

    12 hours ago

    Richmond Hill, Ontario, Canada Markham Stouffville Hospital Part time

    Oak Valley Health is a leading healthcare provider in Ontario, offering a range of services to meet the unique needs of our communities. Our team of healthcare professionals is dedicated to delivering high-quality, patient-centred care that promotes optimal health outcomes.Job SummaryWe are seeking a skilled Registered Practical Nurse to join our...

  • Automotive Service Manager

    4 weeks ago

    Richmond Hill, Canada Canadian Tire Full time

    Are you ready to join Canada's most-shopped general merchandise retailer, with over 500 stores from coast to coast? Canadian Tire offers customers a unique mix of products and services through three specialty categories in which the organization is the market leader - automotive parts, accessories and service; sports and leisure products; and home...

  • Shift Manager

    3 weeks ago

    Richmond Hill, Canada Splitsville Entertainment Richmond Hill Full time

    Splitsville Entertainment is Canada’s premier family entertainment center! Our modern facilities combine state-of-the-art 10 pin bowling, high-quality casual dining, arcades, laser tag, and other entertainment options to make your visit a one-of-a-kind experience. We are looking for a **Shift Manager** to join our dynamic team. As a Splitsville **Shift...

  • Centre Manager

    3 weeks ago

    Richmond, Canada Kumon Richmond Ironwood Full time

    **Job Description for Centre Manager at Kumon Richmond Ironwood**: Centre Manager will support the Head Instructor in a variety of instructional and Centre Management tasks. The position will be for minumin of 20 hours a week at the specified time slot below. Centre-Specific Requirements: - Available to work 4 days (Tuesday-Friday) 2:00pm-7:00pm ** (this...

  • Security Ops Centre Analyst

    3 weeks ago

    Richmond Hill, Canada Staples Full time

    **Who we are** As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable and passionate, and who enjoy finding solutions. If that’s you,...

  • Community General Manager, Imperial Service

    5 days ago

    Richmond Hill, Canada CIBC Full time

    We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who...

  • Transit Control Centre Inspector

    3 weeks ago

    Richmond Hill, Canada York Region Full time

    Status - Casual/On-call - Temporary - Approximate length of assignment, in months - Type of Position - an Addition to Staff - Start Date - Immediate - Salary - Per hour - Salary Grade - $34.32 - $37.32 - Department - York Region -> Public Works -> Transit - Location - 50 High Tech Road, - Richmond Hill, ON L4B4N7 CA (Primary) - Job Description (E) **ABOUT...

  • Bar Team Member

    2 days ago

    Richmond Hill, Canada Splitsville Entertainment Full time

    About The RoleAre you looking for a fun and fast paced working environment?Could you help us create lasting memories for our guests by providing an outstanding guest experience?If so, then look no further!The What...As our Bar Team Member, you’ll be at the heart of delivering exceptional service to our guests. Your main responsibility will be ensuring that...