Client Contact Centre Manager

1 week ago


Whitby, Canada Community Care Durham Full time

**Client Contact Centre Manager (Full-Time)**

The Client Contact Centre Manager is responsible for the best practices, planning, coordinating, improving quality and efficiencies of all call centre operations including the intake of new clients, and the delivery Transportation and Meals on Wheels to the clients of Community Care Durham.

Responsibilities include but are not limited to:

- Collaborates with Management team to streamline processes, problem solve issues, and develop best practices to ensure a holistic client experience;
- Leads a team of Client Service Representatives, Scheduling Coordinators, Intake and Care Navigators, providing training, support and mentoring, while conducting performance management;
- Develops and implements strategies to improve call centre performance, including setting and monitoring key performance indicators;
- Monitors and analyzes call centre and program metrics to identify trends and areas for improvement (optimize efficiency and minimize costs);
- Manages Home and Community Care, Health Partners Gateway (HPS) referrals, waitlists and discharges;
- Oversees the case load and workflow of program portfolios and implements solutions for efficiencies;
- Participates in Management On-Call rotation;
**Qualifications required**:

- Post Secondary education in business administration, healthcare, or related field is required
- Minimum 3 years of experience in management role
- Experience in logistics management is an asset
- Experience in a non-profit is an asset
- Strong leadership and interpersonal skills, with the ability to motivate teams
- Excellent analytical and problem-solving skills with attention to detail
- Intermediate level computer skills (MS Office and Internet)
- Experience working in a non-profit and community care is an asset
- Flexibility to workdays, evenings and weekends as required
- Satisfactory Police Vulnerable Sector Check
- Sensitivity to adults with needs related to aging, physical and/or mental health
- Must work in a safe manner and promote the health and safety of all staff, volunteers, clients and the community as outlined within CCD policies

**Compensation**:Starting at $70,000 annually; three (3) weeks’ vacation per year of work (pro-rated to hours worked); 9 paid (including stat) holidays, 3 float days; health, insurance, and pension benefits when eligible.
- Pay will be commensurate based on education and experience

Pay: From $70,000.00 per year

**Benefits**:

- Company events
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday
- On call

Work Location: In person

Application deadline: 2024-04-23



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