Service client Offres d'emploi - Yarmouth, NS

Description

Position at VON Canada (Nova Scotia) Requisition Details :

Employment Status : Permanent, Full-time (1.0 FTE)

Program Name : Client Services

Number of Hours Bi-Weekly : 75

Work Schedule : Days, Evenings, Weekends

Union / Bargaining Unit :  NSGEU

On Call :  No

Looking for a career in health care that provides you with an opportunity to make a difference in your community?

If you are tech-savvy, customer service-oriented, and enjoy problem-solving in a fast-paced environment, we have a career in planning and scheduling for you. Join our Client Service Team today!

Job Summary :

The Client Service Associate – Team Lead (CSA-TL) facilitates the team of CSAs in a geographic grouping. In addition to performing the functions of a CSA for a specific team, the TL leads the quality monitoring and reporting of metrics for the client care team. The TL works under the supervision of the Manager, Care and Service to ensure the required skills and competencies of the Client Service Associates are developed, monitored and meet the broader team needs.

Key Responsibilities :

• Provides regular ongoing support and advice to the CSAs in the completion of their job functions, identifying and troubleshooting relevant issues
• Posts Key Performance Indicators and reviews weekly metrics with CSA team and Manager, Care and Service
• Organizes the CSA daily workflow and tasks to ensure the CSA daily standard work and standard process are completed
• Reviews team folders, CellTrak portal and mailboxes to ensure work is being handled on a timely basis
• Reviews audit reports to determine accuracy of information and provide feedback to CSAs as necessary
• Monitors and maintains Call Centre Anywhere as directed by the Manager, Care and Service
• Provides training and orientation for new CSAs as part of the onboarding process. Initiates additional training and process review with CSAs as necessary
• Participates in meetings with Manager, Care and Service to provide team updates and receive ongoing instructions
• Ensures shift hand-offs are complete and comprehensive
• Participates in LEAN problem solving initiatives to support client care and delivery

External and Internal Relationships :

Education, Designations and Experience :

Skill Requirements :

Other :

Working conditions and physical demands : This role requires a detail-oriented approach in a dynamic environment, with physical activity including lifting, carrying (using proper techniques), bending, reaching, kneeling, and other movements that emphasize good body mechanics. Individuals in the role are required to walk, sit, stand, and climb stairs throughout the day, with some tasks requiring fine hand movements.

Attention Current Employees (Internal Applicants) :  If you are applying to a unionized position and you are a member of its bargaining unit, please be aware that this posting may remain open beyond the deadline if there are not enough applicants to fill the position(s). If the posting remains open after the initial deadline, VON may close the posting at its’ discretion or a rolling deadline equivalent to the posting period specified in your Collective Agreement will be deemed, and each successive period will be treated as a separate posting for purposes of comparing seniority between candidates.

VON Canada is committed to embracing and celebrating equity, diversity, and inclusion (EDI) as fundamental to living out our values of Respect, Compassion, and Excellence in all that we do.