Customer Care Team Leader, Escalations

Connect America and our family of brands, including Lifeline Canada, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years.

This position of **Customer Care Team Leader, Escalations** will be an integral role within our Lifeline Canada business. Since 1974, more than 700,000 Canadian subscribers have benefitted from Lifeline. Today, our range of medical alert services provide patients with access to help at home or on the go. Only Lifeline offers AutoAlert, the most widely adopted automatic fall detection technology on the market today and an excellent choice for those with a history, risk, or fear of falling. Our commitment to service delivery and the people behind the Lifeline name make us stand apart. Lifeline is also the only medical alarm service integrated with the Canadian healthcare system. Through partnerships with hospitals, healthcare agencies, and senior living residences. Lifeline is available to communities across the country.

At Lifeline Canada, our aim is to support our growing senior population, and their goals to age in place. The Lifeline service plays an important role in the transition from hospital to home to support independent at-risk seniors, as well as patients with chronic conditions. For more than 45 years, we have helped families support their loved ones so they can live more confidently at home knowing help is available at the push of a waterproof button, 24 hours a day. Our highly trained and caring Response Associates make this possible - whether it’s emergency services, a family member, or neighbour. With its Canadian head office in Toronto and two national Response Centres, Lifeline is the country’s leading medical alert service.

Connect America, as North America’s largest independent provider of connected care, delivers a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

The **Customer Care Team Leader, Escalations** as part of the Customer Care team is accountable for the overall KPI’s within escalation activity and customer service. The incumbent will be responsible for day-to-day workflow management, monitoring team performance, capitalizing on coaching and development opportunities for the team, motivating the team, and meeting service level expectations. All of this is designed to ensure the Team Leader is meeting or exceeding established team and department goals and metrics.

**You are responsible for**:

- Daily review of team and individual performance reports; identify trends and issues requiring action or investigation.
- Maintain service level agreements and provide required reporting to Manager.
- Monitor, achieve and report on agreed performance metrics for the Senior Customer Care Team.
- Achieve monthly and quarterly targets and quality metrics.
- Collaborate with other departments to develop effective processes and protocols which are aligned with all other departmental activities.
- Contributes to the development and delivery of initiatives designed to improve the operational performance of subscriber services.
- Attends leadership meetings and conducts team meetings regularly to ensure common understanding of issues and to provide consistency of action.
- Leads departmental initiatives as required, e.g. Recognition programs, issue tracking and employee engagement initiatives.
- Represents team, as required, at inter departmental meetings or on projects to ensure customer and departmental interests are represented.
- Build strong relationships with team members and peers to support individual agents in their skill development.
- Actively manage the continued development of the Team members with a focus on coaching and customer service excellence
- Maintain effective communications with all departments.
- Handle a minimum of 20 escalations daily.

**You are a part of**:
You are joining a professional, dedicated and passionate team who are Working Together for a Better Tomorrow. We are at the forefront of the Healthcare industry by providing the ability to diagnose confidently, improve care, and increase the quality of life for Subscribers across North America.

**To succeed in this role, you should have the following skills an