Assistant Manager

5 months ago


Surrey, Canada Pocketpills Full time

Pocketpills is Canada’s online pharmacy. We are revolutionizing the pharmacy experience by combining personalized care with innovative proprietary technology. We are a team of pharmacists, engineers, designers and data scientists transforming a $42 billion industry. Through our easy-to-use app and website, members can fill prescriptions, order refills and consults with pharmacists—wherever and whenever they need. With a presence in every province and territory, we are committed to making medication more accessible and affordable for all Canadians. Pocketpills is one of Canada’s fastest-growing health tech companies, with over 200 team members and counting We are a proudly people-first company with a 4.9 Glassdoor rating and 4.9 stars from our members on Google.

**The Role**:
As an Assistant Manager, you will be leading Pocketpills’ Care Supervisors to success. You will be utilizing your strong set of organization, and people skills to ensure tasks are consistently being completed at their optimal level by organizing schedules, roles, responsibilities, and resolving any issues as they arise by working closely with the Pharmacy Managers & the Operations leadership team.

**Responsibilities**:

- Assist the supervisors to deliver exceptional customer experience
- Lead, motivate, and coach a team of customer service representatives to achieve and exceed performance targets
- Foster a culture of excellence, teamwork, and continuous improvement
- Set clear performance metrics and KPIs for the team and track their performance regularly
- Implement strategies to improve quality, efficiency, and customer satisfaction
- Develop and streamline processes to enhance productivity and efficiency
- Identify training needs and provide ongoing training and development programs to enhance the team's skills and knowledge
- Conduct performance evaluations and provide constructive feedback
- Ensure that customer inquiries and concerns are addressed promptly and effectively
- Analyze customer feedback and implement improvements projects to enhance customer satisfaction
- Analyze team performance reports to identify trends and areas for improvement
- Conduct quality assurance checks on processes, tasks and customer interactions
- Present findings and recommendations to senior management
- Ensure that the team adheres to company policies, procedures, and compliance standards

**Requirements**:

- Min 5+ years of work experience in a leadership role either in a Call Centre or pharmacy environment
- Excellent verbal and written communication skills
- Ability to work in a fast-paced environment
- Advanced time management and organization skills
- Ability to work well under pressure
- Strategic thinker with excellent decision-making skills
- Strong business acumen
- High skill level in professionalism and energy
- Flexible schedule: able to work weekends and additional hours as needed
- Skilled in providing valuable constructive feedback

**Qualifications**:

- Bachelor’s Degree preferred
- Working experience on relevant CRMs
- Proficient in resolving and mitigating difficult situations

**Job Types**: Full-time, Permanent


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