Job Description

Bayshore HealthCare is one of the Canada's leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada's Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses' Association of Ontario. Bayshore Healthcare is also recognized as Canada's Best Employers in Forbes 2023 list.
Person-and family-centered care (PFCC) is an approach to care that recognizes the importance of family in a patient's life and the importance of their active involvement in planning and making decisions on health care, services and treatment, and health system reform. This approach to care provides respectful, compassionate, culturally safe, and responsive care that meets the needs, values, beliefs, and preferences of the patient, their family, and others identified as significant to their life from diverse backgrounds and settings.
Integrated Care Solutions (ICS) is seeking a dynamic, customer-focused Contact Centre Manager to lead our high-performing team in a fast-paced, evolving environment. This is a key leadership role supporting both our clients and staff through scheduling and service coordination across community and facility-based care.
As Contact Centre Manager, you'll oversee day-to-day operations, ensuring efficient resource deployment and a consistently high standard of service. You'll be responsible for meeting KPIs, quality metrics, and workforce performance goals while driving continuous improvement in contact centre processes.
You'll lead and coach teams who are the first point of contact for our clients and employees, delivering timely, high-quality support. You'll also collaborate with cross-functional partners to enhance scheduling operations, optimize technology, and align with ICS's strategic goals.
Key Responsibilities

• Lead and inspire a high-performing contact centre team, creating a welcoming and supportive work environment where employees feel engaged and valued.
• Oversee and provide direction to a team of Client Service Coordinators, Team Leads, and Scheduling Managers responsible for scheduling Personal Support Workers, Nurses, Allied Health professionals, and other staff to meet program needs and ensure service continuity.
• Identify and implement operational plans and strategies that align with organizational goals and industry best practices.
• Collaborate with clinical and operational leaders to ensure scheduling aligns with care plans, staffing models, and changing program requirements.
• Plan and organize recruitment efforts in collaboration with HR, ensuring appropriate staffing levels and shift coverage.
• Monitor and analyze scheduling KPIs, such as shift fill rates and overtime usage, to optimize capacity planning and identify areas for improvement.
• Establish clear workflows, expectations, and escalation pathways for effective and timely scheduling, ensuring responsiveness to client needs.
• Champion the use of scheduling and contact centre technology, working closely with IT and system administrators to support implementation, upgrades, and ongoing functionality.
• Track and drive performance metrics related to both contact centre service delivery and scheduling efficiency.
• Ensure quality and consistency through regular coaching, performance reviews, and training initiatives. Maintain a focus on excellent customer service and employee engagement.
• Foster team engagement by clearly communicating goals, changes, and departmental updates; ensure alignment with broader organizational objectives.
• Provide training to staff on tools, processes, and risk mitigation when rolling out changes or new initiatives.
• Champion continuous improvement by identifying trends, recommending enhancements, and supporting innovation across contact centre operations.
• Manage the functionality of contact centre systems, including user/agent interfaces, call flow design, and reporting.
• Oversee the work of any contracted third-party answering services.
• Participate in proactive health and safety initiatives and maintain confidentiality of client and corporate information.

Qualifications
Education:

• Completion of a bachelor's degree in a health or business-related field, or equivalent experience.
• Healthcare agency experience is an asset.

Experience:

• Minimum of 3-5 years in a leadership role within a Contact Centre, managing small to medium-sized customer service teams in a high-volume environment.
• 5+ years of experience in contact centre operations, scheduling fundamentals, and workforce planning.
• Hands-on experience in telecommunications, system configuration, business continuity planning, and contact centre reporting.
• Previous use of Five9 or similar CCaaS platform is a strong asset.
• Experience leading scheduling operations or workforce deployment is highly preferred.
• Proven ability to mentor, coach, and lead diverse teams in a hybrid work environment.
• 3-5 years of experience leading significant change management initiatives.

Skills and Abilities:

• Strong communication, decision-making, problem-solving, and strategic thinking skills.
• Excellent relationship-building skills and the ability to collaborate effectively across departments.
• High level of comfort with Microsoft Office Suite and scheduling/contact centre platforms.
• Strong customer service orientation with a focus on resolving issues and maintaining a high-quality client experience.
• Commitment to fostering a team culture of accountability, trust, diversity, and inclusion.

Working Conditions:

• Fast-paced, hybrid work environment with exposure to high-volume, multi-channel contact centre operations and scheduling demands.
• Occasional travel may be required.
• Participation in all health and safety practices is expected.

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Please speak with the recruiter for Provincial and/or position specific requirements. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.
"At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing."
Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.