Requisition Details:
Employment Status: Temporary, Full-time (1.0 FTE)
Program Name: Client Services
Number of Hours Bi-Weekly: 75
Work Schedule: Days, Evenings, Weekends
Union/Bargaining Unit: NSGEUAnticipated End Date: November 2025
On-Call: No

Job Summary:

The Client Service Associate – Team Lead (CSA-TL) facilitates the team of CSAs' in a geographic grouping. In addition to performing the functions of a CSA for a specific team, the TL leads the quality monitoring and reporting of metrics for the client care team. The TL works under the supervision of the Manager, Care and Service to ensure the required skills and competencies of the Client Service Associates are developed, monitored and meet the broader team needs.

Key Responsibilities:

• Provides regular ongoing support and advice to the CSAs in the completion of their job functions, identifying and troubleshooting relevant issues
• Posts Key Performance Indicators and reviews weekly metrics with CSA team and Manager, Care and Service
• Organizes the CSA daily workflow and tasks to ensure the CSA daily standard work and standard process are completed
• Reviews team folders, CellTrak portal and mailboxes to ensure work is being handled on a timely basis
• Reviews audit reports to determine accuracy of information and provide feedback to CSAs as necessary
• Monitors and maintains Call Centre Anywhere as directed by the Manager, Care and Service
• Provides training and orientation for new CSAs as part of the onboarding process. Initiates additional training and process review with CSAs as necessary
• Participates in meetings with Manager, Care and Service to provide team updates and receive ongoing instructions
• Ensures shift hand-offs are complete and comprehensive
• Participates in LEAN problem solving initiatives to support client care and delivery

External and Internal Relationships:

• Mentors and leads CSAs in the completion of their core job functions

Education, Designations and Experience:

• High school diploma required
• Post-secondary education an asset
• Office Administration certification or experience an asset
• One to two years previous customer service experience and experience in a scheduling environment
• Experience in a contact center environment is an asset
• Experience in health care environment preferred
• Experience in a unionized environment is an asset

Skill Requirements:

• Proficient in Microsoft Office programs, faxing software and database management
• Able to plan, organize and coordinate activities
• Excellent communication skills, both oral and written
• Can adjust to rapidly changing priorities in a fast paced, deadline driven environment
• Strong problem-solving abilities.
• Able to work collaboratively leading a team
• Strong customer service skills
• Quick and accurate keyboarding skills (minimum of 45 words-per-minute)
• Medical terminology an asset
• Knowledge of scheduling software, such as Procura, is an asset
• Able to speak French language an asset in French Designated Areas

Other:

• A current and original copy of a satisfactory Criminal Records Check
• A Vulnerable Sector Search and/or a Child Abuse Registry Check may be required
• The use of Personal Protective Equipment (PPE) may be required

Working conditions and physical demands: This role requires a detail-oriented approach in a dynamic environment, with physical activity including lifting, carrying (using proper techniques), bending, reaching, kneeling, and other movements that emphasize good body mechanics. Individuals in the role are required to walk, sit, stand, and climb stairs throughout the day, with some tasks requiring fine hand movements.
Attention Current Employees (Internal Applicants): If you are applying to a unionized position and you are a member of its bargaining unit, please be aware that this posting may remain open beyond the deadline if there are not enough applicants to fill the position(s). If the posting remains open after the initial deadline, VON may close the posting at its' discretion or a rolling deadline equivalent to the posting period specified in your Collective Agreement will be deemed, and each successive period will be treated as a separate posting for purposes of comparing seniority between candidates.