Client Service Associate (CSA) Team Lead - Full-time

VON Canada is a healthcare organization focused on providing home support services. They are seeking a Client Service Associate – Team Lead (CSA TL) to facilitate a team of CSAs, ensuring quality monitoring and reporting of client care metrics while providing support and training to team members.

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
• Mentors and leads CSAs in the completion of their core job functions

Skills

• High school diploma required
• One to two years previous customer service experience and experience in a scheduling environment
• Proficient in Microsoft Office programs, faxing software and database management
• Able to plan, organize and coordinate activities
• Excellent communication skills, both oral and written
• Can adjust to rapidly changing priorities in a fast paced, deadline driven environment
• Strong problem-solving abilities
• Able to work collaboratively leading a team
• Strong customer service skills
• Quick and accurate keyboarding skills (minimum of 45 words-per-minute)
• A current and original copy of a satisfactory Criminal Records Check
• The use of Personal Protective Equipment (PPE) may be required
• Post-secondary education an asset
• Office Administration certification or experience an asset
• Experience in a contact center environment is an asset
• Experience in health care environment preferred
• Experience in a unionized environment is an asset
• Medical terminology an asset
• Knowledge of scheduling software, such as Procura, is an asset
• Able to speak French language an asset in French Designated Areas

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