Member Service Centre Manager

**SEIU Healthcare is a union of more than 60,000 members who are frontline healthcare workers in hospitals, long-term care facilities, and homecare agencies in communities throughout Ontario. We advocate with our members by launching progressive member driven programs, adapting best practices, and encouraging new and innovative ideas. We strive to create a society where workers are valued and rewarded for their work. As a result, thriving workers have a greater opportunity to participate and lead in building healthy communities. We provide a strong voice through collective bargaining, labour relations, and political action to ensure frontline workers are heard and respected when decisions about healthcare are being made.**

The **Member Service Centre Manager** oversees the tier 1 and 2 call centers, grievance center and specialized service delivery housed under the tier 3. This role requires strong team leadership skills, strong customer service skills, being highly organized, and being solution orientated.

This role will also oversee the realization of our organizational plan to build out the current MSC into a multidisciplinary team providing various member services, with a focus on grievance intake and administration, WSIB and RTW services, and connecting members to the SEIU Ecosystem.

This role oversees the heart of our Member Services Division, serving as the initial point of contact for our members to access what our union has to offer. Ensuring a positive member experience during MSC interactions will be a core accountability metric for this role.

The position holder will report to the Director of Home and Community Care. This position is full-time and is based at our Head Office in Richmond Hill, Ontario.

**DUTIES AND RESPONSIBILITIES**:

- **
MSC Team Leadership**:

- Lead, mentor, and motivate service teams to ensure high performance, productivity, and member satisfaction.
- Actively lead, promote and foster our organizational equity and inclusion program and principles. Ensure our MSC services and member interactions reflects these principles. Hold staff accountable and take necessary actions when we fail to meet these principles.
- Foster a collaborative and inclusive team culture that prioritizes communication, teamwork, member experience, and professional development.
- Contribute to the development of the multidisciplinary MSC team composition and role objectives.
- Foster a customer service focused environment.
- Hold staff accountable to their duties, performance and development utilizing metrics, data and qualitative indicators.
- Actively promote and engage in collaborative work within the various member service departments, ensuring all relevant issues are communicated, that all departments within the division are updated and aware of relevant information.

2. **Member Service Satisfaction and Quality Assurance.**
- Oversee the delivery of member services through the multichannel contact centre. With a specific focus on timely, inclusive and complete response to member inquiries and contacts.
- Ensure consistency in service delivery, develop protocols and process to ensure a uniform member experience through any contact modality.
- In collaboration with the Servicing Sectors, ensure MSC services reflect the needs of the membership through consistent updates, responses to emerging issues, and feedback from the field staff.
- Be data centric, focus on quantitative metrics to measure member satisfaction and service delivery effectiveness. Make recommendations for process improvement based on these metrics.
- Oversee the various functions of our CRM software, working with our Operations Division ensure updates, training protocols and functions meet the member service needs of the organization.

3. **Grievance Centre**
- Collaborate with the Servicing Sectors and Organizing, to make the vision for a full grievance centre a reality.
- Focus on steward experience and ease of process for grievance submission.
- Maintain and improve our grievance submission, tracking and document retention processes.
- In coordination with the Servicing Sectors identify gaps and process improvement for grievance submissions and overall administration.
- Monitor, collect and analyse grievance related data, specifically related timelines, documentation, and resolution tracking.

**4. Call Centre Management**
- Oversee daily call center operations to ensure timely and accurate handling of member inquiries, concerns, and requests.
- Implement and maintain service standards to meet or exceed member expectations and internal benchmarks for all relevant metrics including response time, hold time, dropped call rates, call durations and call resolution.
- In collaboration with the Servicing Sectors and Research, ensure collective agreement interpretation, grievance coaching, and labour relations advice is delivered in a consistent way throughout the Member Service Division.

**5. Specialized Services and SEIU Ecosyst