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.ResponsibilitiesProvides regular ongoing support and advice to the CSAs in the completion of their job functions, identifying and troubleshooting relevant issuesPosts Key Performance Indicators and reviews weekly metrics with CSA team and Manager, Care and ServiceOrganizes the CSA daily workflow and tasks to ensure the CSA daily standard work and standard process are completedReviews team folders, CellTrak portal and mailboxes to ensure work is being handled on a timely basisReviews audit reports to determine accuracy of information and provide feedback to CSAs as necessaryMonitors and maintains Call Centre Anywhere as directed by the Manager, Care and ServiceProvides training and orientation for new CSAs as part of the onboarding process. Initiates additional training and process review with CSAs as necessaryParticipates in meetings with Manager, Care and Service to provide team updates and receive ongoing instructionsEnsures shift hand-offs are complete and comprehensiveParticipates in LEAN problem solving initiatives to support client care and deliveryMentors and leads CSAs in the completion of their core job functionsSkillsHigh school diploma requiredOne to two years previous customer service experience and experience in a scheduling environmentProficient in Microsoft Office programs, faxing software and database managementAble to plan, organize and coordinate activitiesExcellent communication skills, both oral and writtenCan adjust to rapidly changing priorities in a fast paced, deadline driven environmentStrong problem-solving abilitiesAble to work collaboratively leading a teamStrong customer service skillsQuick and accurate keyboarding skills (minimum of 45 words-per-minute)A current and original copy of a satisfactory Criminal Records CheckThe use of Personal Protective Equipment (PPE) may be requiredPost-secondary education an assetOffice Administration certification or experience an assetExperience in a contact center environment is an assetExperience in health care environment preferredExperience in a unionized environment is an assetMedical terminology an assetKnowledge of scheduling software, such as Procura, is an assetAble to speak French language an asset in French Designated AreasCompany OverviewVON Canada is a non-profit organization that provides clinical, personal and social support services. It was founded in 1897, and is headquartered in Ottawa, Ontario, CAN, with a workforce of 5001-10000 employees. Its website is https://www.von.ca/.



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