Customer Care Supervisor

Customer Care (CC) Supervisor

Full Time | 40 hours weekly
Supervisor: QA Manager
Work location: In office Scarborough, ON clinic location. Travel to other GTA clinics as needed
Compensation : 60,000-70,000 salary. Commensurate based on experience. Full time employees are eligible to participate in company benefit program upon successful probation period.

KPI’s

· Efficiency and QA targets for all Customer Care team acivities
· Satisfaction metrics ; patients, employees, doctors

Leadership

· Resolve CC maintenance issues and day-to-day people management activities

· Oversee, coach and evaluate the performance of CC staff including Team Leads

· Liaise with corporate scheduling to ensure CC is staffed and operating efficiently

· Ensure the CC efficiency and QA metrics are on track Provide recommendations to continuously improve

· Arrange meetings, team meetings and document meeting notes

· Lead CC-specific social events and initiatives

· Build trust with patients, colleagues and Doctor’s

· Fulfill doctor’s requests as needed

· Travel to other UVG locations / meetings to ensure CC team at various locations are continuously supported
· Perform performance appraisals, orientation and ongoing training / mentoring

· Prepare reports, presentations

· Oversee CC work to ensure ongoing compliance

· Support HR by implementing HR programs and communications at the site-level eg employee onboarding, training, documentation requirements

· Ensure daily hygiene and cleaning practices (infection control), and other policies are continuously implemented across the site

· Other duties as assigned

Working Conditions

· Computer use, sitting, screen use for extended periods of time

· Independant travel within GTA as needed

Requirements and Qualifications

· 3-5 years' + relevant work experience in related capacity; people management, project management, supervision, ideally in a similar medical setting

· Expertise with EMR system, ideally Oscar

· Related education / training an asset

· Demonstrated ability to successfully lead teams, de-escalate and resolve conflict, collaborate and achieve team objectives

· Knowledge of, or aptitude to quickly acquire knowledge of eye care & laser cosmetic realm, products and services

· Exceptional English communication and interpersonal skills

· 2nd language is an asset

· Keen attention to detail and an aptitude for problem-solving

· Able to proactively address potential issues

· Excellent computer skills, including experience with Microsoft Office Suite

· Collaborative working style and team-player attitude

· Positive and encouraging personality

· Able to work independently with little supervision

· Highly motivated with a strong work ethic

· Reliable, trustworthy, and committed to the team's success

· Outstanding organizational skills and ability to prioritize tasks

· Able to thrive in a high-volume, deadline-driven work environment

Skills preferred:

· Supervision

· Eye care

· Customer Service

· Project Management

· Performance Management

· Data Entry, Collection and Analysis

· Purchase Orders

· Word Processing

· Administrative Tasks

Equal opportunity

UVG is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all.

Job Types: Full-time, Fixed term contract

Salary: $60,000.00-$70,000.00 per year

Benefits:

• Dental care
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Education:

• Secondary School (preferred)

Experience:

• Customer Care leadership: 3 years (required)
• staff coaching / discipline: 3 years (required)
• OSCAR EMR system: 1 year (preferred)

Work Location: In person