Healthcare Operations Centre Supervisor

Paladin Security; Calgary; On-site; CAD 45,000 - 70,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen Operations Centre Supervisor, der für die Leitung des Dispatch-Teams verantwortlich ist. In dieser spannenden Rolle sind Sie dafür zuständig, die Planung und Koordination von Sicherheitskräften zu optimieren, um den betrieblichen Anforderungen gerecht zu werden. Sie werden eng mit verschiedenen Abteilungen zusammenarbeiten, um die Effizienz zu steigern und die Qualität der Dienstleistungen sicherzustellen. Wenn Sie über ausgezeichnete Kommunikationsfähigkeiten und Erfahrung in der Führung von Teams verfügen, ist dies die perfekte Gelegenheit für Sie, in einem dynamischen Umfeld zu arbeiten.

Qualifications

• Mindestens zwei Jahre Erfahrung im Kundenservice.
• Mindestens ein Jahr Erfahrung in einer Führungsposition.

Responsibilities

• Leitung des Dispatch-Teams im Healthcare Operations Centre.
• Überwachung des Planungsprozesses zur Optimierung der Sicherheitskräfte.

Skills

Kundenservice

Führungskompetenz

Zeitmanagement

Problemlösungsfähigkeiten

Multitasking

Kommunikationsfähigkeiten

Education

High School Diploma

Post-secondary education

Tools

WinTEAM Software

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Job Skills / Requirements

The Operations Centre Supervisor will work with their team to ensure that Paladin’s contractual obligations are met. Most importantly, shift coverage for healthcare contracts. Along with the Scheduling Manager, they will strategically forecast, plan, and analytically create scheduling efficiencies to fulfill all requests for service. Quality control and fiscal responsibility include keeping overtime at a minimum. The Supervisor may assist in payroll processes and administrative functions within the department. This is a full-time position, typically working Monday to Friday; however, weekends and evenings are required based on operational needs.

Essential Job Functions:

• Lead the Healthcare Operations Centre (HOC) dispatch team by providing training, coaching, support, and advocacy for the team.
• Audit entries into the WinTEAM software made by dispatchers to ensure accuracy.
• Create, update, and modify schedules for Security Guards, acting in a dispatch role when needed to support the team.
• Be proactive in identifying inconsistencies and improving task efficiency.
• Assist in developing short- and long-term goals aligned with operational demands.
• Oversee the scheduling process to optimize Security Guards' assignments, ensuring contractual needs are met with minimal overtime.
• Provide information regarding shifts, vacation requests, last-minute cancellations, shift availability, open shifts, and cancellations.
• Liaise with the Alberta Protective Services Control Centre to fulfill scheduling requirements and resolve issues.
• Work on-call as needed to support the Healthcare Operations Centre.
• Coordinate with billing and payroll departments to resolve issues before payroll and month-end deadlines.
• Track and report overtime on a pay period basis to senior management.
• Manage the dispatcher schedules within the Healthcare Operations Centre.
• Participate in interviewing, performance reviews, and disciplinary meetings for dispatchers.

Requirements:

• High school Diploma; post-secondary education is an asset.
• Minimum two years of customer service experience.
• At least one year of supervisory experience.
• One year of scheduling or experience with scheduling software.
• Dispatching or call center experience is an asset.
• Ability to evaluate situations and prioritize using judgment and decision-making skills.
• Outgoing, friendly, and extroverted personality.
• Excellent written and verbal communication skills in English, capable of engaging with a diverse workforce.
• Strong computer skills, including Word, Excel, PowerPoint, and Outlook.
• Ability to learn new software quickly.
• Strong time management, multitasking, problem-solving, and organizational skills.
• Detail-oriented, a team player, self-motivated, and receptive to direction.
• Legally authorized to work in Canada.