Manager, Contact Centre

Manager, Contact Centre(Job Number:

Primary Location:ON-MarkhamAdministrationEmployee Type:Full-Time

Description:

Bayshore HealthCare is one of the Canada's leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada's Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses' Association of Ontario. Bayshore Healthcare is also recognized as Canada's Best Employers in Forbes 2023 list.

Person-and family-centered care (PFCC) is an approach to care that recognizes the importance of family in a patient's life and the importance of their active involvement in planning and making decisions on health care, services and treatment, and health system reform. This approach to care provides respectful, compassionate, culturally safe, and responsive care that meets the needs, values, beliefs, and preferences of the patient, their family, and others identified as significant to their life from diverse backgrounds and settings.

Are you a dynamic leader who thrives in fast-paced environments and is passionate about delivering exceptional customer experiences? Bayshore Integrated Care Solutions (ICS) is seeking an innovative, customer-focused Contact Centre Manager to lead our growing team. This is an exciting opportunity to shape the future of our contact centre operations and make a meaningful impact on the lives of our clients and employees.

Reporting to the Director of Support Services, you will oversee all aspects of daily operations, ensuring service excellence, operational efficiency, and continuous improvement. Your leadership will empower a high-performing team, optimize processes, and drive strategic initiatives that align with Bayshore's mission, vision, and values.

What You'll Do

• Create a positive, engaging work environment where your team feels motivated and supported
• Set and monitor KPIs, implement best practices, and champion service standards
• Manage workforce planning, scheduling, and resource allocation for a 24/7 contact centre
• Collaborate on system upgrades, call flow design, and process improvements
• Mentor team leaders and staff, fostering growth and building leadership capability
• Work cross-functionally to align business objectives and deliver outstanding results
• Lead initiatives that improve efficiency, quality, and customer satisfaction

Qualifications:

What You Bring

• Bachelor's degree in business or health-related field (or equivalent experience)
• Experience:
• 3–5 years in a leadership role within a contact centre environment
• Proven success managing small to medium teams in high-volume, customer-centric settings
• Expertise in contact centre technology, workforce planning, and performance management
• Hands-on experience with platforms like Five9 or similar CCaaS systems (asset)
• Strong background in change management and process optimization
• Skills:
• Exceptional communication, analytical, and strategic thinking abilities
• Ability to build relationships and lead diverse teams in a hybrid work environment
• Commitment to service excellence and resolving escalated issues effectively
• Proficiency in Microsoft Office Suite

Why Join Us?

• Competitive compensation and benefits package
• Lead a team that makes a real difference in the lives of clients and employees
• Enjoy a hybrid work model with flexibility and opportunities for professional growth
• Health and Dental
• GRSP

Work Model & Hours of Operation

Bayshore ICS operates under a Hybrid Work Model, requiring 2–3 days per week onsite at our Markham home base, with occasional travel within Ontario.

The Support Services Contact Centre is a 24/7 operation, with standard hours of 5:00 AM to 10:00 PM, seven days a week.

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Please speak with the recruiter for Provincial and/or position specific requirements. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.

"At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing."

Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.