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Contact Center Operations Director

2 months ago

Mississauga, Ontario, Canada MCD McKesson Canada Corporation La Corporation McKesson Canada Full time

Job Summary:

This role involves overseeing McKesson Specialty field operations, ensuring high-quality programs and services are executed in accordance with customer specifications and regulations.

The position entails workforce planning, operations management, and monitoring the work of professionals across various divisions, including telehealth and call center personnel, field staff, health case managers, clinical case-workers, safety and medical information associates, and data management professionals.

Key Responsibilities:

  • Ensure operational targets are met for contact centers, including service levels, workload management, and call answer rates.
  • Provide leadership, mentoring, supervision, and oversight for assigned teams, ensuring budgets are met.
  • Oversee developmental activities and implementation of new programs.
  • Develop and maintain work effort models.
  • Responsibility for staff hiring, training, and performance management.
  • Oversee compliance with SOPs and QC parameters for contact center operations.
  • Interface with IT staff to ensure adequate selection and implementation of telephony and database support.
  • Regular auditing and review of assigned teams for compliance with contractual obligations, KPIs, SLAs, and McKesson policies.
  • Client-facing responsibilities: Provide portfolio oversight and support during QBRs and strategic client meetings.
  • Manage contact center budget.
  • Provide ongoing communications to staff.
  • Plan resource requirements.
  • Provide ongoing financial and operational reports to management.
  • Create a motivational atmosphere for health service representatives and their supervisors.
  • Ongoing improvement of contact processes and policies.
  • Create and report performance metrics for the contact center.
  • Provide support to account managers for programs.
  • Participate in client inquiries, tours, capabilities presentations.

General Responsibilities:

  • Provide daily management presence, mentor staff, and promote teamwork and collaboration.
  • Ensure quality standards maintained with respect to project deliverables and client interactions.
  • Provide professional internal/external presentations.
  • Acts as the company's primary resource in his/her area of expertise, providing leadership and direction on all related issues.
  • Share technical and competitive information with colleagues and provide expertise to others when required.
  • Promotes cooperation within own team as well as between groups and with other departments.
  • Track/record and submit time spent on projects and other activities.

Position Requirements:

  • A minimum of a bachelor's degree in the health or behavioral sciences, or equivalent experience.
  • Several years of experience in a contact center environment, especially those providing health or case management services, or similarly complex service offerings.
  • Experience in managing staff, including performance management.
  • Experience with development and reporting of performance metrics and good supporting PC skills.
  • Excellent oral presentation and interpersonal skills.
  • Ability to influence and motivate staff.
  • Fluency in French is an asset.

Our Compensation Package:

We offer a competitive compensation package at McKesson Canada Corporation. This includes base pay, which ranges from $78,600 to $131,000 per year, depending on performance, experience, and skills. We also offer additional benefits and opportunities for growth and development.