Member Service Centre Manager

SEIU Healthcare is a union of more than 60,000 members who are frontline healthcare workers in hospitals, long-term care facilities, and homecare agencies in communities throughout Ontario. We advocate with our members by launching progressive member driven programs, adapting best practices, and encouraging new and innovative ideas. We strive to create a society where workers are valued and rewarded for their work. As a result, thriving workers have a greater opportunity to participate and lead in building healthy communities. We provide a strong voice through collective bargaining, labour relations, and political action to ensure frontline workers are heard and respected when decisions about healthcare are being made.

If you have a desire to amplify the voice of workers and you are passionate about labour and social justice, share our values, and want to work toward changing the lives of workers, then a career with SEIU Healthcare is for you! For more information, visit www.seiuhealthcare.ca.

POSITION DESCRIPTION

The Member Service Centre Manager oversees the tier 1 and 2 call centers, grievance center and specialized service delivery housed under the tier 3. This role requires strong team leadership skills, strong customer service skills, being highly organized, and being solution orientated.

This role will also oversee the realization of our organizational plan to build out the current MSC into a multidisciplinary team providing various Member Services, with a focus on grievance intake and administration, WSIB and RTW services, and connecting members to the SEIU Ecosystem.

This role oversees the heart of our Member Services Division, serving as the initial point of contact for our members to access what our union has to offer. Ensuring a positive member experience during MSC interactions will be a core accountability metric for this role.

The position holder will report to the Director of Member Service Centre. This position is full-time and is based at our Head Office in Richmond Hill, Ontario.

DUTIES AND RESPONSIBILITIES:

1. MSC Team Leadership:

• Lead, mentor, and motivate service teams to ensure high performance, productivity, and member satisfaction.
• Actively lead, promote and foster our organizational equity and inclusion program and principles. Ensure our MSC services and member interactions reflects these principles. Hold staff accountable and take necessary actions when we fail to meet these principles.
• Foster a collaborative and inclusive team culture that prioritizes communication, teamwork, member experience, and professional development.
• Contribute to the development of the multidisciplinary MSC team composition and role objectives.
• Foster a customer service focused environment.
• Hold staff accountable to their duties, performance and development utilizing metrics, data and qualitative indicators.
• Actively promote and engage in collaborative work within the various Member Service departments, ensuring all relevant issues are communicated, that all departments within the division are updated and aware of relevant information.

2. Member Service Satisfaction and Quality Assurance.

• Oversee the delivery of Member Services through the multichannel contact centre. With a specific focus on timely, inclusive and complete response to member inquiries and contacts.
• Ensure consistency in service delivery, develop protocols and process to ensure a uniform member experience through any contact modality.
• In collaboration with the Servicing Sectors, ensure MSC services reflect the needs of the membership through consistent updates, responses to emerging issues, and feedback from the field staff.
• Be data centric, focus on quantitative metrics to measure member satisfaction and service delivery effectiveness. Make recommendations for process improvement based on these metrics.
• Oversee the various functions of our CRM software, working with our Operations Division ensure updates, training protocols and functions meet the Member Service needs of the organization.

3. Grievance Centre

• Collaborate with the Servicing Sectors and Organizing, to make the vision for a full grievance centre a reality.
• Focus on steward experience and ease of process for grievance submission.
• Maintain and improve our grievance submission, tracking and document retention processes.
• In coordination with the Servicing Sectors identify gaps and process improvement for grievance submissions and overall administration.
• Monitor, collect and analyse grievance related data, specifically related timelines, documentation, and resolution tracking.

4. Call Centre Management

• Oversee daily call center operations to ensure timely and accurate handling of member inquiries, concerns, and requests.
• Implement and maintain service standards to meet or exceed member expectations and internal benchmarks for all relevant metrics including response time, hold time, dropped call rates, call durations and call resolution.
• In collaboration with the Servicing Sectors and Research, ensure collective agreement interpretation, grievance coaching, and labour relations advice is delivered in a consistent way throughout the Member Service Division.

5. Specialized Services and SEIU Ecosystem

• Develop and implement specialized services under tier 3 of the MSC.
• Lead the development and execution of tier 3 that includes WSIB case intake and assessment, general health and safety advice, return to work process support and connecting and supporting members to government benefits and community-based services.
• Ownership of the member facing aspects and intake processes associated with the SEIU Ecosystem, including the member assistance plan, workforce deployment, training centre and other initiatives and programs.

6. Leveraging Technology and Innovation.

• Lead the continuous improvements to MSC processes by leveraging technology to maximize ease of access to services, reduce or eliminate human effort on basic functions that can be realized through technology-based solutions.
• Maintain an awareness of emerging technologies within the call centre, and customer service industries. Recommend adaption of these technologies as appropriate.
• Develop a marketing strategy to white label the MSC and our technology infrastructure to add additional revenue stream.

7. Training and Development

• Design and implement training programs for the MSC to enhance their skills and knowledge.
• In collaboration with the Servicing Sectors, Organizing, Research and Administrative department ensure the MSC staff are provided with regular updates.
• Execute continuous member leave and member volunteer programs within the MSC.
• Instill a culture of mentorship, growth and member development within the MSC.

EDUCATION:

At SEIU Healthcare, we understand that the best people do not always have the same access and opportunities to education, and while post-secondary education is always preferred, we want to make sure nothing stands in the way of finding the right person.

REQUIRED EXPERIENCE

• At least 5 years of managerial experience.
• Experience working in, or managing a call centre is an asset.
• Proven experience leading highly effective teams.
• Proven commitment to equity and inclusion principles.
• Extensive experience with customer service, or Member Services. With a specific level of experience with troubleshooting interpersonal and perspective-based issues and concerns.
• Strong emotional intelligence skills.
• Experience with managing high volume, fast-paced environment with a focus on achieving benchmarks and service standards.
• Understanding of labour laws, collective bargaining, collective agreement enforcement, and union operations.
• Proficiency in using call center software and customer relationship management (CRM) systems.
• Ability to analyze data, identify trends, and implement improvements.
• Excellent leadership, communication, and interpersonal skills.

PHYSICAL DEMANDS/ WORKING CONDITIONS / ENVIRONMENT

• Extended periods of time spent sitting at a desk or computer workstation.
• Use of computer and communication equipment, including keyboards, phones, and headsets.
• Occasionally lifting or carrying light objects such as files, documents, or office supplies.
• Mobility within the office environment to attend meetings, interact with staff, and address operational needs.
• Potential for occasional travel to attend union events, training sessions, or off-site meetings.

APPLICATION PROCESS

Resume and cover letter that detail your qualifications and experience should be submitted via our career portal

WHY SEIU HEALTHCARE?

At SEIU Healthcare, you will find a dynamic and inclusive environment where employees are valued and rewarded for their work. Here are a few things that set us apart:

• Inclusive workplace culture
• Hybrid Work Arrangement
• Excellent health, dental, and insurance benefits to meet the diverse needs of our employees
• Generous vacation and sick leave benefits, inclusive supplemental unemployment benefits
• Fully sponsored employer pension plan
• Investment in employee growth — personal and professional development options
• Working towards a common goal by making a real difference in the lives of people

SEIU Healthcare thanks all applicants for their interest. We are committed to diversity in our workplace and encourage applications from all visible minority groups, women, Aboriginal persons, persons with disabilities among other self-identified diverse groups.We also provide accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation for a disability during any stage of the recruitment process, please notify Human Resources or use our Online Feedback Formto submit your comments electronically to the HR Department. Please note that only individuals who are selected for interviews will be contacted.

Job Types: Full-time, Permanent

Salary: $90,000.00-$100,000.00 per year

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Wellness program
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Experience:

• Call center: 2 years (preferred)
• management: 2 years (preferred)

Work Location: Hybrid remote in Richmond Hill, ON L4B 1M4

Application deadline: 2024-03-29