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
Company Overview