• Call Centre Team Lead

    Job Location CA-QC-Montreal
    Posted Date 8 months ago(4/24/2018 10:20 AM)
    Job ID
    # Positions
    Job Type
    Full Time
    Job Industry
    Healthcare - Biomedical and Biotechnology, Healthcare and Medical Services
    Career Level
    Entry Level, Experienced
    Years of Experience
  • Job Description

    Dynacare is currently looking for a Call Centre Team Lead to join their team in Montreal, Quebec. This is a full-time role working Monday to Friday between 12 PM to 8 PM, rotational shifts on Saturday.

    The Call Centre Team Lead is accountable for providing leadership to the Tele-Interview Customer Support team in our Montreal, QC office. The incumbent will report directly to the Manager, Admin Support, Tele-Interviews.



    • Manage department(s) day to day operations and communicates concerns impacting service levels to Manager.
    • Professionally handle customer escalations transferred by the front-line staff.
    • Works directly with staff in conjunction with Manager to achieve operational goals.
    • Recommend changes to maintain high level of productivity in conjunction with the leadership of Manager.
    • Coaches and mentors staff on operational and quality errors and provide direction as appropriate.
    • Monitor and adjust department workflows with the goal of ensuring optimal efficiency and to exceed team targets.
    • Creates a positive working environment by listening and soliciting employee feedback.
    • Provide assistance to employees with the development, interpretation, implementation and updates of the department’s related policies,  procedures, and manuals as required.
    • Utilize Contact Centre measurements and technology to make recommendations to reduce abandon rates, average speed of answer and increased service levels.
    • Work with Manager to ensure department is appropriately staffed at all times.

    • Participates and assists with the interview and hiring process, training, motivation, and evaluation. 
    • Communicate and document issues and complaints (as required) to Manager.
    • Reinforce strategic objectives by ensuring accuracy, quality and productivity.

    Must have:

    • Post-Secondary Diploma or equivalent
    • 3 – 5 years of experience within a similar role or industry
    • Strong, proven ability to problem solve complex customer situations/concerns
    • Excellent command of English and French
    • Demonstrated leadership skills

    • Demonstrated knowledge of Call/Contact Centre methodologies, systems, processes.
    • Continuous improvement mindset of bringing forward recommendations, collecting data and implementing solutions
    • Proven ability to handle customer escalations in a professional, helpful manner
    • Proven ability to work in a fast paced, sometimes stressful environment

    Nice to have:

    • Lean Six Sigma Green Belt
    • Knowledge of CISCO Contact Centre platforms
    • Knowledge of Medical Terminology is considered an asset
    • Experience with CRM platforms


    DNA of An Ideal Dynacare Employee


    I make a difference in people’s lives. I am a caring, collaborative team-player who is passionate about quality and continuous  improvement.


    • Caring - I demonstrate strong empathy and genuine concern for my colleagues, patients and customers.
    • Collaborative Team Player - I know I play a key role in helping the Dynacare team achieve success. I am comfortable in a changing environment, and I can easily manage multiple priorities.
    • Passion for Quality and Continuous Improvement - I am always looking to learn and solve problems.  I am detailed oriented, adaptable and find ways to make things better.  


    Dynacare has been a “Top Employer” for many years and there is a reason why. We are a great place to work. 


    At Dynacare, we’re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care – we would like to meet you. To apply for this position, you will be asked to submit your resume and complete the application process.


    If your qualifications and experience fit with this position, we will contact you to learn more. We offer competitive pay and great benefits, along with the opportunity to grow and thrive with a dynamic, successful company. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.


    Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement and fair treatment of all individuals. We believe that our diversity is our strength so we employ a diverse workforce and respect the needs of all our employees.


    In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the Dynacare Accommodation Policy a request for accommodation will be accepted as part of the Dynacare hiring process.













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