Client Services Supervisor

**Client Services Supervisor - Full Time - Open Availability - Winnipeg**

**Overview**:
As a pivotal member of our supervisory team, the Supervisor, Client Services is responsible for ensuring exceptional service delivery. You will provide critical support during peak times and staff shortages, collaborating closely with the Contact Centre Manager to guarantee that clients and their families receive prompt and compassionate care. Your role will involve upholding best practices and maintaining operational efficiency.

**Key Responsibilities**:
**Leadership**:

- **Coaching & Mentorship**: Guide and support the client services team to enhance patient and family experiences. Identify training needs and deliver both formal and informal training. Foster ongoing development through mentorship and coaching.
- **Team Building**: Cultivate a positive team environment, linking performance goals with organizational objectives and values. Conduct performance reviews and support a high level of employee engagement.
- **Process Adherence**: Ensure team members follow established procedures and guidelines while troubleshooting and problem-solving effectively.

**Scheduling & Coordination**:

- **Scheduling Oversight**: Monitor and manage Care Provider scheduling, addressing any issues and resolving conflicts. Evaluate team performance through call quality assessments and address client concerns promptly.
- **Staffing Management**: Adjust staffing levels based on call volumes to meet stakeholder needs and ensure service continuity.

**Documentation & Communication**:

- **Accurate Record-Keeping**: Ensure all call documentation meets standards and data entry is precise across scheduling software (i.e. AlayaCare). Document communications and performance management details accurately.
- **Effective Communication**: Maintain clear and consistent communication with clients, staff, and other stakeholders.

**Quality Management**:

- **Continuous Improvement**: Integrate quality criteria into daily operations, leading by example. Actively seek and implement suggestions for quality enhancement and process improvements.
- **Quality Monitoring**: Collaborate with the Contact Centre Manager, and leadership team to execute quality improvement strategies, including spot checks and audits.

**Education & Qualifications**:

- **Education**: High school diploma required; additional college coursework is a plus.
- **Experience**: 2-5 years of supervisory experience, preferably in a contact center or healthcare setting. A minimum of two years of scheduling experience is also preferred.
- **Skills**: Proficiency in Microsoft Office (Word, Excel, Outlook) and scheduling software. Demonstrated ability to handle high-pressure situations with professionalism and courtesy. Strong judgment, decision-making, and communication skills are essential.
- **Personal Attributes**: Highly organized, detail-oriented, and capable of prioritizing workflow effectively. A strong service orientation with a commitment to client satisfaction is crucial.

**Additional Notes**:

- **Availability**: Must have open availability and the flexibility to work various shifts as needed : early mornings, evenings, weekends, and statutory holidays.
- **Work Environment**: This is a hybrid role combining remote and office work.

**About Us**

For millions of Canadians, CBI Health is where better begins. We are Canada’s leading community healthcare provider, reliably delivering innovative rehabilitation and home care programs that help our clients achieve their health goals. With 250+ locations and supporting more than 800 communities, people are at the heart of what we do. Every day, all across the country, our 13,000 staff work together to make a meaningful difference in our clients’ lives and help shape healthcare for the better. Learn more at cbihealth.ca.