Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Position Summary

The Contact Centre Supervisor is responsible for the day-to-day operations of managing a team of call centre agents across Canada. The supervisor will assist in the development, implementation, enhancement, and support of contact centre systems, technologies, and strategies. They will oversee the daily operations of the contact centre, ensuring activities run smoothly and efficiently; promoting the image of the company in a professional and positive manner; providing supervision, guidance, coaching, recognition, motivation, and training to department personnel; participating in marketing campaigns and product launches; quality control and customer service goals. The supervisor will perform direct supervisory duties of the assigned team and coordinate with the Workforce Planning Manager team for coverage in all related areas. This role also includes supporting agents in handling crisis calls, ensuring they respond appropriately and effectively manage members in distress. Leaders assist their team by debriefing with agents after challenging crisis calls, ensuring the crisis tracker is completed, and ensuring adherence to the crisis management protocol during a crisis.

Essential Duties and Responsibilities

• Working Hours will be Monday – Friday and some weekends, either 6:00 AM – 2:30 PM or 11:00 AM – 7:30 PM.
• Daily supervision of a team to meet departmental and corporate objectives to ensure that all member, provider and prospect inquiries and issues are resolved in a timely manner
• Works with management to assure that team is properly staffed based on daily and hourly schedules, daily and hourly to meet variable inbound and outbound call volume demands
• Provides management oversight to assure that team members are in adherence with established departmental schedules and company policies
• Monitors and evaluates inbound/outbound calls and provides coaching to improve service quality, performance, and productivity
• Provides ongoing performance feedback and formal team member evaluations
• Intervenes and takes escalated calls to answer and resolve questions and issues
• Monitors call and mailbox queues and staffing to assure that member requests are answered within the established service levels for the team and call centre
• Assures that team members have access to the systems and tools necessary to provide member related services
• Assures that team members provide all call centre services in compliance with regulatory and business policies and procedures
• Identifies and recommends process improvement opportunities to improve productivity, assist new representatives with mentoring and answering questions
• Performs other duties as directed
• Positive attitude and experience in leading/managing teams in a call centre environment
• Excellent oral and written communication skills
• Excellent analysis and organization skills
• Dedication and willingness to work hard often under high production pressure
• Ability to meet deadlines
• Detail Oriented
• Process Oriented
• Possess the ability to work on multiple projects, define tasks and assign priority levels with minimal supervision
• Ability to learn new processes and adapt to changes in a fast-paced working environment
• Proactive, resourceful, strong team player
• Demonstrated ability to lead, coach, develop effective teams

Qualifications Expected for Position

• Bilingual: English & French required
• Minimum of 2 years college preferred
• 3 – 5 years’ experience working in a customer-oriented environment preferably in healthcare
• +3 years’ experience in directly supervising & leading a customer service/contact call centre team
• Experience with CX One and Workforce Management Tools
• Experience in a contact centre and prior contact centre leadership
• Proficient using PC technology software programs such as Microsoft Word, Outlook, Excel

Why Join Teladoc Health?

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at accessibility@teladochealth.com.