Medical Call Center Manager jobs in Toronto, ON

About the Job

This role is responsible for directing, managing, and controlling team performance while delivering a high standard of customer experience. The position takes full ownership of team results across customer satisfaction, quality, and operational metrics, while fostering a strong people-focused and performance-driven culture.

Responsibilities

Customer

• Directs, manages, and controls the performance of the team while communicating and completing transactions for customers.

• Takes complete ownership of the aligned team’s performance on CSAT, Quality, NPS, and other customer metrics.

• Demonstrates a strong customer orientation and makes consistent efforts to understand and respond to client needs.

Operational Excellence

• Monitors adherence to Service Level Agreements (SLAs) as defined by the Client / Process, including TAT, Quality, Productivity, and Attendance.

• Cascades important updates and information to the team during pre-shift briefings.

• Monitors calls and provides timely feedback as agreed with Clients and Operations.

• Conducts weekly quality audits and develops action plans for advisors requiring coaching and development to achieve desired performance levels.

• Tracks attrition and conducts quarterly audits for leave cards and other required documentation.

• Identifies process gaps and collaborates with Client, Quality, and Training teams to develop and implement solutions.

• Provides regular performance updates to the Team Manager, including risks, issues, and improvement areas.

• Initiates CAP, DAP, and EDP processes for disciplinary and performance-related concerns as required.

• Ensures efficient and accurate leave management for the team.

• Participates in monthly calibration sessions with Quality, Team Coaches, and Trainers to ensure alignment with quality standards.

People & Culture

• Acts as an effective team player and resolves conflicts in a constructive and timely manner.

• Guides and supports team members toward achieving individual and team objectives.

• Maintains effective work behavior under pressure and adapts successfully to changing demands and conditions.

• Enables development opportunities for the team through participation in various initiatives.

• Assists new and existing team members by preparing development plans and tracking progress against them.

• Ensures team adherence to discipline standards and TP policies.

• Takes responsibility for implementing feedback and cascading opportunities identified through skip-level meetings to relevant departments.

Critical Competencies

• Delivers Customer Service

• Solves Problems

• Communicates Effectively

• Supports Colleague Development

Benefits & Perks

• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.

• Robust career path with a full development plan and the opportunity to grow in the organization.

• Paid 9 weeks of training and nesting which consists of 3 weeks of classroom training, 2 weeks of applied learning, 4 weeks of ticketing (nesting), and 2 weeks of annual leave.

• Continuous learning through progressive training that is specific to your tenure and skills.

• Competitive salary with incentive programs

• Positive and supportive environment

• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.