Afterhours Contact Supervisor  - CBI Home Health

About the Role

Job Details

Description

Contact Center Supervisor - Winnipeg

Position Summary

Are you a dynamic leader passionate about delivering exceptional service and mentoring high-performing teams? As a Contact Centre Supervisor at our National Client Service Centre, you’ll play a critical role in ensuring smooth operations, supporting team success, and maintaining the highest standards of client care.

This hybrid role combines remote work with in-office responsibilities. Open availability is required, including evenings, weekends, and statutory holidays. During your first three months, daytime availability is essential for training.

Key Responsibilities

Leadership

• Coach and Support: Provide hands-on coaching and guidance to ensure a superior and responsive client experience.

• Empower Growth: Identify skill gaps and oversee both formal and informal training initiatives.

• Foster Excellence: Cultivate a culture of excellence by driving adherence to processes, quality standards, and problem-solving best practices.

• Engage the Team: Build a positive, collaborative environment that promotes employee engagement and team spirit.

• Performance Management: Conduct impactful performance reviews, mentor team members, and align individual and team goals with organizational objectives.

Scheduling & Operations

• Ensure Service Continuity: Manage care provider scheduling while proactively resolving conflicts and reallocating resources as needed.

• Adapt to Demand: Monitor call volumes and staffing levels, ensuring optimal service delivery during high-demand periods.

• Client Support: Address escalated client concerns, collaborating with stakeholders to ensure effective resolutions.

• Operational Oversight: Maintain day-to-day efficiency through proactive staffing and workflow management.

Documentation & Communication

• Maintain Accuracy: Ensure meticulous call documentation, including call logs, notes, and updates in AlayaCare.

• Drive Transparency: Record and communicate performance discussions while ensuring compliance with documentation standards.

Quality Management

• Uphold Standards: Incorporate quality assurance measures into daily operations and conduct regular audits of scheduling and call documentation.

• Promote Continuous Improvement: Partner with the leadership team to develop and implement quality improvement strategies, including process evaluations and spot checks.

• Ensure Compliance: Submit incident reports and align operations with corporate quality protocols.

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