Call Centre/Customer Service Supervisor

(This is a 100% remote position - the full flexibility to work from home!)

The Opportunity:

As the world leader in virtual care, Teladoc Health is passionate about taking care of people. We have been providing care in Canada for over two decades to more than 9 million Canadians and 85,000 plan sponsors. We deliver care across 175 countries (over 51 million members globally), living our mission to empower all people to live their healthiest lives by transforming the healthcare experience. Levering digital technology, we provide whole-person care that spans every stage in a person’s health journey from wellness and prevention to acute care to complex healthcare needs. Our Canadian team has doubled in size over the last two years, and our growth is expected to rapidly continue as we transcend the landscape of future healthcare.

Position Summary:

The Contact Centre Supervisor is responsible for the day-to-day operations of managing a team of call centre agents across Canada. The supervisor will assist in the development, implementation, enhancement, and support of contact centre systems, technologies, and strategies. They will oversee the daily operations of the contact centre, ensuring activities run smoothly and efficiently; promoting the image of the company in a professional and positive manner; providing supervision, guidance, coaching, recognition, motivation, and training to department personnel; participating in marketing campaigns and product launches; quality control and customer service goals. The supervisor will perform direct supervisory duties of the assigned team and coordinate with the Workforce Planning Manager team for coverage in all related areas.

Role and Responsibilities:

• Monitors call and mailbox queues and staffing to assure that member requests are answered within the established service levels for the team and call centre
• Provides management oversight to assure that team members are in adherence with established departmental schedules and company policies
• Provides ongoing performance feedback and formal team member evaluations
• Intervenes and takes escalated calls to answer and resolve questions and issues
• Daily supervision of a team to meet departmental and corporate objectives to ensure that all member, provider and prospect inquiries and issues are resolved in a timely manner
• Working Hours will be Monday – Friday, 4:00 p.m. to 12:30 a.m. EST
• Assures that team members provide all call centre services in compliance with regulatory and business policies and procedures
• Identifies and recommends process improvement opportunities to improve productivity, assist new representatives with mentoring and answering questions
• Monitors and evaluates inbound/outbound calls and provides coaching to improve service quality, performance, and productivity
• Performs other duties as directed
• Assures that team members have access to the systems and tools necessary to provide member related services
• Works with management to assure that team is properly staffed based on daily and hourly schedules, daily and hourly to meet variable inbound and outbound call volume demands

Skill Requirements/Preferences:

• Process Oriented
• Possess the ability to work on multiple projects, define tasks and assign priority levels with minimal supervision
• Excellent analysis and organization skills
• Positive attitude and experience in leading/managing teams in a call centre environment
• Proactive, resourceful, strong team player
• Excellent oral and written communication skills
• Dedication and willingness to work hard often under high production pressure
• Ability to meet deadlines
• Ability to learn new processes and adapt to changes in a fast-paced working environment
• Demonstrated ability to lead, coach, develop effective teams
• Detail Oriented

Education Requirements:

• Bilingual: English & French required
• Minimum of 2 years college preferred
• Proficient using PC technology software programs such as Microsoft Word, Outlook, Excel
• Experience in a contact centre and prior contact centre leadership
• +3 years’ experience in directly supervising & leading a customer service/contact call centre team
• Experience with CX One and Workforce Management Tools
• 3 – 5 years’ experience working in a customer-oriented environment preferably in healthcare

WHY JOIN TELADOC HEALTH?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at [email protected]