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Bilingual Lead, Customer Care Team Development

2 weeks ago

Mississauga, Ontario, Canada McKesson Full time US$64,200 - US$106,900

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.

Job Summary

The Lead is responsible for creating, directing, and reviewing the development of all team members' learning, knowledge, and quality related matters of Innovation across the Pharma Distribution/Banner Services, Technology Solutions (Automation, Propel, and Reflex), and MSD (Specialized Distribution) contact centres.

The role will oversee the framework for implementing innovation initiatives, and change management plans across all colleague groups including content of a knowledge base and the development, implementation, and coordinated engagement and communication activities. 

The role works with key stakeholders and leadership to collaboratively to address strategic challenges & opportunities within the team with the goal of improving the teams experience and ensuring all team members are developing and meeting the on-going needs of the customers and business associated with the innovation initiatives.  The Lead is also responsible for assisting and developing related initiatives to drive team engagement measured through Employee Opinion Surveys (EOS).

Specific Responsibilities

  • Develop/ Maintain onboarding material for the innovation initiatives

  • Translate the business needs of customers and the sales/account management teams into the on-going coaching programs for the team members

  • Collaborate with Supervisors, Managers and Leadership to identify learning/coaching needs for agents and or teams across the innovation initiatives

  • Support the facilitation of sessions

  • Develop and execute new approaches for continuous improvements for efficiency and effectiveness of tasks performed in the team

  • Support the roll out of the change initiatives associated with the innovation initiatives and coordinated with the ongoing operations across each contact centre group

  • Maintain knowledge base to ensure all roles have relevant information available and easily accessible

  • Develop Engagement programs based on the initiatives, and the departments feedback and need.

Qualifications

  • Relevant education

  • Bilingualism is a requirement (English and French)

  • 2+ years training and onboarding experience in previous role

  • 1-2+ years in a Customer Care / Service / Contact Centre role

  • Microsoft Excel and PowerPoint proficiency

  • Experience with Salesforce is an asset

  • Ability to navigate and influence through change

  • A service excellence orientation and desire to teach and inform others.

  • Ability to tap on experience, insights, and collaboration to solve complex problems that touch multiple disciplines

  • Excellent verbal and written communication skills

  • Excellent organization and time management skills.

  • Excellent interpersonal skills. Team player.

  • Exceptional communication and presentation skills, both written and verbal.

  • Proven ability to multi-task and ability to adapt quickly in a fast-paced environment.

  • Excellent partnering skills.

  • Ability to collaborate with various levels of management and employees.

  • Customer-focused.

  • Solid experience working with management.

  • Attention to detail, while maintaining a strong sense of summary and ability to synthesize.

**********************************************

Résumé du poste

Le chef est responsable de la création, de la direction et de la révision du développement de l'apprentissage, des connaissances et de la qualité de tous les membres de l'équipe en lien avec l'innovation dans les centres de contact Pharma Distribution/Services de bannières, Solutions technologiques (Automatisation, Propel et Reflex) et MSD (distribution spécialisée).

Ce rôle supervise le cadre de mise en œuvre des initiatives d'innovation et des plans de gestion du changement pour tous les groupes de collègues, y compris le contenu d'une base de connaissances ainsi que le développement, la mise en œuvre et la coordination des activités d'engagement et de communication.

Le chef travaille en collaboration avec les parties prenantes clés et la direction pour relever les défis et opportunités stratégiques au sein de l'équipe, dans le but d'améliorer l'expérience des équipes et de s'assurer que tous les membres se développent et répondent aux besoins continus des clients et de l'entreprise liés aux initiatives d'innovation.

Le chef est également responsable d'appuyer et de développer des initiatives visant à renforcer l'engagement de l'équipe, mesuré par les sondages d'opinion des employés (SOE).

Responsabilités spécifiques

  • Développer et maintenir le matériel d'intégration pour les initiatives d'innovation

  • Traduire les besoins d'affaires des clients et des équipes de vente/gestion de comptes en programmes de coaching continus pour les membres de l'équipe

  • Collaborer avec les superviseurs, gestionnaires et la direction pour identifier les besoins d'apprentissage/coaching pour les agents ou équipes dans le cadre des initiatives d'innovation

  • Soutenir la facilitation des sessions

  • Développer et mettre en œuvre de nouvelles approches pour l'amélioration continue de l'efficacité et de l'efficience des tâches réalisées par l'équipe

  • Soutenir le déploiement des initiatives de changement associées aux initiatives d'innovation, en coordination avec les opérations courantes de chaque groupe de centres de contact

  • Maintenir la base de connaissances afin que tous les rôles disposent d'informations pertinentes et facilement accessibles

  • Développer des programmes d'engagement basés sur les initiatives, les commentaires et les besoins des départements.

Qualifications

  • Éducation pertinente

  • Bilinguisme requis (anglais et français)

  • 2+ années d'expérience en formation et intégration dans un poste précédent

  • 1 à 2+ années d'expérience dans un rôle de service à la clientèle / centre de contact

  • Maîtrise de Microsoft Excel et PowerPoint

  • Expérience avec Salesforce, un atout

  • Capacité à naviguer et à influencer dans le changement

  • Orientation vers l'excellence du service et désir de transmettre et d'informer

  • Capacité à s'appuyer sur l'expérience, les connaissances et la collaboration pour résoudre des problèmes complexes touchant plusieurs disciplines

  • Excellentes compétences en communication orale et écrite

  • Excellentes compétences en organisation et gestion du temps

  • Excellentes compétences interpersonnelles, esprit d'équipe

  • Compétences exceptionnelles en communication et présentation, à l'oral comme à l'écrit

  • Capacité avérée à gérer plusieurs tâches et à s'adapter rapidement dans un environnement dynamique

  • Excellentes compétences en partenariat

  • Capacité à collaborer avec différents niveaux de gestion et d'employés

  • Orientation client

  • Solide expérience de travail avec la direction

  • Attention aux détails tout en gardant une forte capacité de synthèse.

  • #LI-JT2

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$64,200 - $106,900

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson