Job Description

Requisition ID: 322427

Position Number: 20033661

Posting End Date: September 28, 2022

City: Winnipeg

Site: Misericordia Health Centre

Work Location: Misericordia Health Centre

Department / Unit: After Hours Central Intake

Job Stream: Clinical Support

Union: MAHCP-Prof/Tech

Anticipated Start Date: 09/28/2022

FTE: 0.20

Anticipated Shift: Days;Weekends

Daily Hours Worked: 7.50

Annual Base Hours: 1950

Salary: $32.491, $33.595, $34.848, $36.090, $37.430, $38.822, $40.340, $41.894, $43.526, $44.804

Grow your career in the Winnipeg Health Region! Our team provides a spectrum of health care services through an integrated network of sites, services and organizations. We're united by a shared commitment to excellent and equitable health care.

Position Overview

Is a member of the Primary Health Care Team with a commitment to service excellence. Reports to the Manager, Operations, PHCC. Is the primary point of interaction with the contact centre employees; is hands-on and leads by example. Takes the initiative to identify and solve problems.

Experience

• Experience in education, coaching and performance management an asset.
• Five (5) years progressively responsible experience in a high volume contact centre environment with an emphasis on providing service to callers preferably in a health or social services environment.
• Three (3) years as team lead and/or equivalent supervisory/management experience.

Education (Degree/Diploma/Certificate)

• B.S.W., B.N., B.A. or B.Comm. with a major in Administrative Studies or Management.
• Training in advanced telephony systems and protocol driven distribution systems.
• It is recommended that, at minimum, staff possess the Family & Friends category of training.

Qualifications and Skills

• Computer proficiency required.
• A proven ability to manage own work priorities and make decisions.
• Able to make decisions and recommendations on program priorities, functional design changes, process improvements and problem resolution.
• Works within the Centre's core values, philosophy, vision, C.Q.I. goals, policies and procedures.
• Understanding of contact centre operations.
• Confident, positive attitude with commitment to work in a team environment.
• Adaptable and reliable with the ability to coach and counsel staff.
• Assumes responsibility for ongoing education and participates in professional activities for personal and professional growth.
• Adaptable and reliable with the ability to coach and counsel staff.

Physical Requirements

• Physical health to meet the requirements of the position.
• Position is sedentary at times and may require periods of sitting, typing and speaking.
• High stress due to nature and large volume of calls in a fast paced environment where customer service is part of the business and also managing the challenge of meeting administrative quality expectations and staff performance issues.

This position requires a current satisfactory Criminal Records Check (including Vulnerable Sector Search), Child Abuse Registry Check and Adult Abuse Registry Check as conditions of employment. The successful candidate will be responsible for any service charges incurred. A security check is considered current if it was obtained no more than six (6) months prior to the start of employment.

Please note that an employee is not permitted to hold two or more positions across the WRHA legal entity that combine to equal more than 1.0 EFT. The WRHA legal entity includes Churchill Health Centre, Deer Lodge Centre, Grace Hospital, Middlechurch Home of Winnipeg, Pan Am Clinic, River Park Gardens, Victoria General Hospital, WRHA corporate programs, and WRHA community health services.

Interviewed candidates may be called upon to participate in a skills assessment.

Any application received after the closing time will not be included in the competition.

We welcome applications from people with disabilities. Accommodations are available upon request during the assessment and selection process.