Customer Service

4 months ago

Delta, Canada FYidoctors Full time

**Position Overview**

Reporting to the Director of the Delta Patient and Clinic Experience, the Solution Center Manager has the responsibility of managing the daily activities of the Delta Solution Center. With a focus on providing amazing customer support and service to the various Fyidoctors entities that use the lab and distribution services provided by Delta, the coaches, manages and leads. This team serves the clinics and stores of FYidoctors through the analysis and follow up on orders made to the Fyidoctors Delta Lab and Distribution Center. The Team Lead will not only assist with providing direction and support for the team, but in the spirit of continuous improvement, will work with key departments to continuously improve towards the goal of the best Clinic/Store - Delta experience. The Team Leader will use their talents to find solutions that enable superior patient care.

**Key Responsibilities**
- Provide coaching, leadership, and guidance for the Delta Solutions Center
- Manage, coach and lead the team leaders and skills leaders in each department to ensure KPI’s and goals are achieved
- Develop and deploy programs and reporting to monitor and assess service levels
- Work cohesively with the lab through the analysis of issues (root cause) and the identification of solutions to facilitate improvements in communication and production
- Coach team members to focus on solutions and provide first contact resolution
- Create and update key standard operation procedures (SOPs) as needed and required
- Assist the Solutions Center Manger with developing and deploying processes and procedures for the team
- Use various reporting tools to monitor and measure Key Performance Indicators for the team and each team member
- Take initiative to develop the team and the team members through the participation in key projects in the spirit of continuous improvement
- Participate in daily and weekly meetings with the Lab and other key groups by reporting on KPIs and potential issues impacting production or patient care
- Review work and make determinations on changes based on industry standards and best practices with the view to the best outcome for the patient and success of the lab
- Communicate coaching and training opportunities focusing on a culture of Continuous Improvement
- Have a detailed understanding of optical products, processes, and equipment as it relates to the flow of work through the lab from order receipt to shipping

**Required Knowledge, Skills and Abilities**
- Knowledge of CRM usage and service centre best practices.
- Experience working with call center phone and ticketing systems
- Excellent phone, verbal, and written communication skills with the ability to build relationships with all stakeholders.
- Demonstrate a strong collaborative aptitude, working with peers leading teams across the organization.
- Ability to coach and train team members to develop knowledge and skills with the goal of continuous improvement of solutions and services.
- Strong analytic, problem-solving, and organizational skills
- Ability to plan and organize working time and to multitask as required
- Ability to manage daily details and deliver on larger projects and process improvements
- Ability to provide direction to other teammates in a coaching culture

**Qualifications (Education, Experience and Training)**
- A diploma or degree in a related field.
- Minimum 5 years of experience working in a Customer Service and Optical environment.
- Effective time management and organizational skills with attention to detail
- Excellent English communication skills
- Ability to work in a team environment and independently

**Benefits**:

- Competitive wage and benefits
- A workplace culture that fosters a sense of collaboration
- Ongoing training and development opportunities
- Discounts on vision coverage & free eye exams
- Flex options covering medical, prescription drug, and dental
- Paid time-off and statutory holiday pay
- Employee and Family Assistance Program
- Goodlife Fitness Discount
- Travel/Clothing Allowances
- We appreciate your interest in FYidoctors and hope it didn't take too much time to apply. Leave the rest _
- to us. An actual human will review your qualifications and let you know if there's interest in moving _
- forward. If there is, we'll follow up with more information. If there may not be a fit at this time, you'll _
- receive a message that we hope isn't too impersonal. Please don't feel discouraged. We will have other _
- opportunities_

**Skills**: Required
- Language - English

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