Position Type:
Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

POSITION SUMMARY

Reporting to the Manager, Member Experience, you are responsible for leading and supporting a multidisciplinary team in its day-to-day operations. You will provide and deliver quality service, resolve common operational issues and ensure employees have appropriate tools and skills to perform their tasks. You will oversee implementation, development and service for our clients, both in terms of implementing new groups and managing relationships with these groups' administrators. You will ensure that work is organized so that priorities are adjusted according to various business operations.

Through your actions, you foster a healthy and positive work climate within the team. You act as a coach for your team to keep employees motivated and engaged at work, while also helping them identify their career goals for development and succession planning purposes.

MAIN RESPONSIBILITIES

As a team leader, your main responsibilities include:

• Provide leadership and oversee priority management for the team in its daily operations.
• Provide support and feedback on optimal call and email handling skills and techniques.
• Track the employees' work quality, productivity and attendance and provide the coaching they need to achieve their objectives.
• Conduct performance reviews and assist with action planning and career development.
• Ensure motivation and team cohesiveness are developed and relationships are nurtured.
• Foster team engagement and maintain a high level of commitment.
• Ensure that staffing levels are adequate and that departmental expenditures are controlled.
• Maintain good communication with our internal and external partners to resolve customer-related issues.
• Analyze processes and make recommendations for improvements.
• Participate in recruitment activities for the Client Contact Centre.
• Facilitate learning and information sessions for Customer Service Representatives.
• Represent the Client Contact Centre for various internal meetings or projects.

REQUIRED QUALIFICATIONS

• University or college degree in a relevant discipline
• 2 to 4 years of experience in team leadership
• 2 to 4 years of experience in the group insurance field
• Excellent knowledge of call centre performance indicators
• Proficiency in spoken and written French and English
• Good knowledge of MS Office software (Word, Excel)

#LI-VS1

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws . We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: [email protected] .