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Call Center + Patient Transportation Supervisor

Compass Group Canada
Toronto, ON
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

ob Summary

Now, if you were to come on board as a Call Centre Supervisor, we’d ask you to do the following for us: 

  • Day-to-day management of the Call Centre (CC): scheduling, payroll, staff relations, etc.
  • Analysis and interpretation of CC acquired data.
  • Collaborate with stakeholders.
  • System maintenance, troubleshooting, and improvement.
  • Plan, develop, lead, manage and evaluate CC service delivery; provide leadership and guidance in the development, implementation, evaluation, and continuous quality improvement of service delivery.
  • Oversee timely and accurate reporting and documentation of the day-to-day operations of the CC with a focus on driving operational outcomes for clients.
  • Direct, lead, and manage CC staff, including: recruiting, selecting, hiring, orientation, professional and personal development, training, coaching, engagement, performance management, and termination.
  • Train all CC team members on components of customer-focused quality service.
  • Call monitoring, coaching, and providing feedback for the CC team to improve the customer experience.
  • Generate and analyze various reports to identify call volumes, reasons for calls, trends, and to ensure consistent quality service delivery; plus, provide direction to the regional operations team on how to improve their response times.
  • Schedule staff based on managed call volumes.
  • Develop and maintain effective and collaborative relationships with internal and external stakeholders, such as clients, District Managers, Managers, and Supervisors.
  • Oversee timely and accurate reporting and documentation of workplace injury/illness.
  • Manage payroll for the CC team.
  • Ensure issues management and escalation processes are in place and followed.
  • Manage financial oversight of the CC and ensure budgets are adhered to.
  • Liaise with various providers to ensure CC technologies operate 24/7.
  • Drive continuous improvement of CC processes and technologies.
  • Attend and participate in assigned meetings and committees as requested; conduct site visits on a monthly basis or as required.

Think you have what it takes to be our Call Centre Supervisor? We’re committed to hiring the best talent for the role. Here’s how we’ll know you will be successful: 

  • College graduate or equivalent experience required with a preference for communications, call centre, or hospital experience.
  • Strong, genuine, and noticeable customer-focused service and quality attitude.
  • Effective organizational skills necessary to plan, coordinate, and direct the activities of the team.
  • Analytical ability to constantly evaluate tasks and personnel status plus interpret demand and response times, in accordance with available internal resources.
  • Ability to provide excellent judgment for problem solving related to response times and performance of associates’ coordination of activities related to Housekeeping Services.
  • Excellent interpersonal skills to interact, motivate, and communicate with a wide range of staff and hospital personnel in a professional manner; effective verbal and listening communication skills. 
  • Proficient in Microsoft Office 2007 with particularly strong skills in Excel 2007 for analysis; Excel wizard – one level below Bill Gates.
  • Ability to troubleshoot system problems related to computer or software systems and initiate internal or external resolution to system issues.
Company Description
You’ll find us in schools, colleges, hospitals, office buildings, senior living communities, tourist attractions, sports venues, remote camps and military installations and more. We’re in all major cities, at remote work sites and everywhere in between – doing business in Canada and 50+ other countries where you can learn and grow. Join us now and point your career forward!

Compass Group Canada

Why Work Here?
Compass Group Canada is part of a global foodservice and support services company that’s the 6th largest employer in the world, with 625,000

You’ll find us in schools, colleges, hospitals, office buildings, senior living communities, tourist attractions, sports venues, remote camps and military installations and more. We’re in all major cities, at remote work sites and everywhere in between – doing business in Canada and 50+ other countries where you can learn and grow. Join us now and point your career forward! Imagine working in a place that brings out the best in you and helps others feel right at home. We provide an environment that balances independence with support. We customize our care, so that it’s right for our residents and their loved ones. A funny thing happens when we encourage our residents to engage and enjoy—we do the same. This is healthy living at its finest. Join us.

Address

Toronto, ON
CAN

Industry

Business

View all jobs at Compass Group Canada