Supervisor - Intake & After Hours Program

2 weeks ago

Winnipeg, Canada Misericordia Health Centre Full time

**Requisition ID**: 353426

**Position Number**: 20057342

**Posting End Date**: Februaury 9, 2024

**City**: Winnipeg

**Employer**: Misericordia Health Centre

**Site**:Misericordia Health Centre

**Department / Unit**: PHCC After Hours Central Intake

**Job Stream**: Clinical Support

**Union**: CUPE

**Anticipated Start Date**: ASAP

**FTE**: Casual

**Anticipated Shift**: Days;Evenings;Nights;Weekends

**Daily Hours Worked**: 7.50, 11.25

**Annual Base Hours**: 1950

**Salary**:$35.036, $36.226, $37.577, $38.917, $40.362, $41.863, $43.501, $45.174, $46.935, $48.313

Grow your career in the Winnipeg Health Region Our team provides a spectrum of health care services through an integrated network of sites, services and organizations. We’re united by a shared commitment to excellent and equitable health care.

**Position Overview**:
Is a member of the Primary Health Care Team with a commitment to service excellence. Reports to the Manager, Operations, PHCC. Is the primary point of interaction with the contact centre employees; is hands-on and leads by example. Takes the initiative to identify and solve problems.

**Experience**:

- Experience in education, coaching and performance management an asset.
- Five (5) years’ progressively responsible experience in a high-volume contact centre environment with an emphasis on providing service to callers preferably in a health or social services environment.
- Three (3) years’ as team lead and/or equivalent supervisory/management experience.

**Education (Degree/Diploma/Certificate)**:

- B.S.W., B.N., B.A. or B.Comm. with a major in Administrative Studies or Management.
- Training in advanced telephony systems and protocol driven distribution systems.
- It is recommended that, at minimum, staff possess the Family & Friends category of training.

**Certification/Licensure/Registration**:
Not Applicable

**Qualifications and Skills**:

- Computer proficiency required.
- A proven ability to manage own work priorities and make decisions.
- Able to make decisions and recommendations on program priorities, functional design changes, process improvements and problem resolution.
- Works within the Centre’s core values, philosophy, vision, C.Q.I. goals, policies and procedures.
- Understanding of contact centre operations.
- Confident, positive attitude with commitment to work in a team environment.
- Adaptable and reliable with the ability to coach and counsel staff.
- Assumes responsibility for ongoing education and participates in professional activities for personal and professional growth.
- Adaptable and reliable with the ability to coach and counsel staff.

**Physical Requirements**:

- Physical health to meet the requirements of the position.
- Position is sedentary at times and may require periods of sitting, typing and speaking.
- High stress due to nature and large volume of calls in a fast-paced environment where customer service is part of the business and also managing the challenge of meeting administrative quality expectations and staff performance issues.

Please note that an employee is not permitted to hold two or more positions across the WRHA legal entity that combine to equal more than 1.0 EFT. The WRHA legal entity includes Churchill Health Centre, Deer Lodge Centre, Grace Hospital, Middlechurch Home of Winnipeg, Pan Am Clinic, River Park Gardens, Victoria General Hospital, WRHA corporate programs, and WRHA community health services. Effective April 1, 2024, Golden West Centennial Lodge will also be part of the WRHA legal entity.

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