Hybrid Operations Team Lead: Customer Success & Training

Colonial Group; Toronto; Hybrid; CAD 50,000 - 62,000; Full time

Benefits offered by this job

Subsidized underground parking

Health and dental benefits

RRSP program through RBC

Learning and development opportunities

Job summary

Colonial Group is seeking an Operations Team Lead for a full-time, permanent role based in Toronto. The position is hybrid with in-office and work-from-home days, and includes on-call responsibilities.

You will lead with exceptional customer service, train and develop staff, oversee reporting, and coordinate cross-functional workflows to maximize productivity and quality outputs. The ideal candidate brings strong leadership and analytical skills, a passion for coaching, and a proven ability to

Qualifications

• Post-secondary education, in a health-related field preferred.
• Two+ years of experience in community health care service administration preferred.
• Supervisory/Team Lead experience considered an asset.
• Excellent written and verbal communication skills.
• Strong organizational and prioritization skills.

Responsibilities

• Analyze weekly Ring Central data, ensuring accurate reporting and clear insights for operational performance.
• Monitor subcontractor volumes and support capacity planning.
• Ensure administrative accountability through timely report follow-ups.
• Manage PSW work limits and adjust schedules to avoid missed care.
• Oversee first tier escalations and participate in special projects and implementation of new initiatives.

Skills

Customer-focused leadership

Analytical thinking

Team coaching

People skills

Problem solving

Education

Post-secondary education preferred

Tools

MS Office

Job description

Colonial Group is seeking an Operations Team Lead for a full-time, permanent role based in Toronto. The position is hybrid with in-office and work-from-home days, and includes on-call responsibilities.

You will lead with exceptional customer service, train and develop staff, oversee reporting, and coordinate cross-functional workflows to maximize productivity and quality outputs. The ideal candidate brings strong leadership and analytical skills, a passion for coaching, and a proven ability to