Booking Call Centre Supervisor

**Booking Call Centre Supervisor - Competition #2025-713**

**Position Status**: Regular, Full-time (1.0 FTE)

EFW Radiology is currently seeking a **Booking Call Centre Supervisor**to join our team and contribute to our mission of providing exceptional patient care

**About EFW**:
EFW Radiology owns and operates eleven community-based clinics providing Diagnostic Imaging, Maternal Fetal Medicine, and Pain Management services.

**Our Core Values**:

- Compassion: Treat everyone with care, kindness, and respect.
- Trust: Demonstrate empathy and understanding while partnering with patients, caregivers, communities, and each other.
- Meaning: Contribute to the well-being of our communities through healthcare, innovation, education, and careers.

**The Role**:
The Booking Call Centre Supervisor**is responsible for organizing and directing the employees in the Booking Call Centre. The primary function of the Supervisor is to assess the work of the staff and provide feedback to maximize performance while promoting a positive work environment.

The Booking Call Centre Supervisor is required to have excellent customer service and supervisory experience. The Supervisor must possess great communication skills and be able to lead and motivate employees. The Supervisor must also be organized and reliable, as well as results-oriented.

**Reporting to**:Booking Call Centre Manager

**Role Overview**:

- Meets weekly with the Booking Call Centre team to answer questions and review topics related to performance metrics, statistics, quality feedback, patient interactions, and new processes;
- Forecasts and provides booking staff with a glimpse of future weeks, when applicable;
- Facilitates regular monitoring evaluations with each employee in the Call Centre;
- Coaches and mentors the Call Centre employees as needed;
- Provides consistent support and leadership to the staff;
- Keeps track of absenteeism and timekeeping;
- Participates in the hiring and onboarding of new staff;
- Delivers training and answers questions from employees;
- Monitors phone traffic and always ensures timely responses;
- Conducts patient investigations and responds in a timely fashion;
- Maintains employee files related to employee attendance, production, and performance;
- Optimizes workflows and processes;
- Keeps the Booking Call Center Manager informed of any problems and issues;
- Demonstrates EFW values of Compassion, Trust, and Meaning in the workplace;
- Adheres to all privacy and confidentiality policies and procedures as they relate to EFW, our patients and our employees;
- Undertakes other related duties as assigned.

**You have the following**
- Minimum of 3 years of experience as a Call Centre Supervisor or a similar supervisory role working in a fast paced, demanding environment;
- Completion of a Business Administration diploma is preferred. An equivalent combination of post-secondary education and experience will be considered;
- Extensive experience in customer service is essential;
- Excellent verbal and written communication skills;
- Ability to communicate diplomatically and respectfully in conflict resolution situations;
- Advanced knowledge of performance evaluation procedures;
- Exemplary organizational, motivational, and leadership skills;
- Intermediate computer skills (MS Office including Word, Excel, and Outlook);
- Capacity to develop and maintain positive relationships and work collaboratively with others within different modalities;
- Demonstrated ability to develop and foster a positive and engaging work environment;
- Ability to work effectively under pressure, in a fast paced environment.

**Schedule**: The Booking Call Centre Supervisor work Monday to Friday (9:00am-5:30pm) in a call centre environment.

**Working Conditions**
- This is a supervisory role requiring a high level of job-related social interaction;
- This position is not eligible for overtime and incumbents are expected to commit the time required to fulfil their managerial duties;
- May be required to attend training or meetings outside of regular EFW business hours.

**Why EFW?**

We strive to deliver healthcare with compassion, earn the trust of referring physicians, and provide careers with meaning.

We offer our employees:

- Professional Development Programs and Continued Education Support
- Extended Health, Dental & Wellness Benefits
- Employee Recognition and Appreciation Programs, Giveaways, Contests, and Events
- Matching RRSP Group Savings Plan
- Employee and Family Assistance Programs
- Onsite and Subsidized Parking
- Volunteer Opportunities with Community Partners

EFW Radiology is an equal opportunity employer. We are committed to hiring talented, qualified professionals without regard to race, age, gender, or any other protected ground and to providing an environment without discrimination.

Every effort is made to provide fair and equal employment and development opportunities and to ensure that our policies regarding hiring, compensa