Service Centre Specialist Team Lead

Job Description

About the role

Location : Remote / Ontario

The SCS Team Lead will lead the daily operations of the Service Centre to ensure Service Level Agreements (SLA’s) and service standards are met. This position sets the bar on service delivery while training and developing the team to ensure maximum contribution in the Engagement phase of the Client Journey. Fostering a team-first environment collaborating with internal WCG team members to ensure effective program delivery and department goals are achieved will be critical to success in this role. This role is an ambassador for change as we continuously adapt to the needs of our clients to support growth of WCG, the team, and our network.

What you’ll do

• Evidence of robust and productive working relationships across throughout network including internal and external collaborators
• Tangible increased engagement of clients and team members as captured via feedback and minimal turnover
• Timely and effective communications as identified in volume reports compared to referrals processed.
• Satisfactory response and resolution of any complaints associated with the delivery of services in accordance with the WCG complaints procedure.
• Internal and External Client Satisfaction
• High standards are set for productivity, quality, customer service as well as define user guidelines to achieve Departmental goals.
• All scheduled performance reviews for direct reports are completed in a timely manner (probation, monthly, annual)
• Own and drive annual centre culture and performance plan whilst ensuring alignment and contributing to quarterly strategic plans
• Supports call centre operational needs by identifying performance trends and quickly navigating the situation to resolve and make improvements as identified in your analysis.
• 50% of the role’s time will be directly contributing to daily quotas and task requirements.
• Oversee the management of Client referrals received from external partners and ensure allocations to WCG and its Service Providers are within required timeframes and market share equity

Qualifications

What you bring

For complete job requirements, see the full Job Description here .

Additional Information

What we offer

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WCG is strengthened by diversity. We are committed to achieving a workplace that is equitable and representative of Canada’s diverse population. We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference. We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.

WCG is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.