Manager, Service Coordination & Contact Centre

Bayshore HealthCare; Markham; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading healthcare provider in York Region, Markham, is seeking a dynamic Contact Centre Manager to oversee a high-performing team and enhance service delivery. The ideal candidate will have a bachelor’s degree and significant experience in contact centre operations. You will lead efforts to meet organizational goals and optimize procedures in a fast-paced, hybrid environment. A commitment to diversity and inclusion is essential.

Qualifications

• 3–5 years of leadership experience in a high-volume contact centre.
• 5+ years in contact centre operations, scheduling, and workforce planning.
• Experience with telecommunications and leading change management initiatives.

Responsibilities

• Lead and motivate the contact centre team.
• Manage Client Service Coordinators and Team Leads.
• Develop operational plans aligned with organizational goals.
• Monitor KPIs and identify areas for capacity improvement.

Skills

Strong communication

Problem-solving

Customer service orientation

Proficiency with Microsoft Office

Strategic thinking

Education

Bachelor’s degree in health or business-related field

Tools

CCaaS platforms like Five9

Contact centre platforms

Job description

Job Description

Bayshore HealthCare, one of Canada's leading providers of home and community health care services, is a privately owned company recognized as a Platinum member of Canada’s Best Managed Companies Program since 2006. In 2015, it received the Best Practice Spotlight Organization designation from the Registered Nurses’ Association of Ontario and is listed among Canada’s Best Employers in Forbes 2023.

Person-and family-centered care (PFCC) emphasizes the importance of family involvement in healthcare decisions, providing respectful, compassionate, culturally safe, and responsive care tailored to diverse backgrounds and settings.

Integrated Care Solutions (ICS) seeks a dynamic, customer-focused Contact Centre Manager to lead our high-performing team in a fast-paced environment. This leadership role involves supporting clients and staff through scheduling and service coordination across community and facility-based care.

The manager will oversee daily operations, ensure resource efficiency, meet KPIs, and drive process improvements. Responsibilities include leading teams, collaborating with partners, optimizing technology, and aligning with strategic goals.

Key Responsibilities

• Lead and motivate the contact centre team, fostering an engaging work environment.
• Manage Client Service Coordinators, Team Leads, and Scheduling Managers responsible for staffing diverse healthcare professionals.
• Develop operational plans aligned with organizational goals.
• Coordinate with clinical and operational leaders to ensure effective scheduling and staffing.
• Plan recruitment efforts with HR to ensure adequate staffing.
• Monitor KPIs like shift fill rates and overtime, identifying areas for capacity improvement.
• Establish workflows and escalation pathways for responsive scheduling.
• Support scheduling and contact centre technology implementation and upgrades.
• Track performance metrics and ensure quality through coaching and training.
• Communicate goals and updates clearly to foster team engagement.
• Provide staff training on tools and processes.
• Identify trends and support innovations in contact centre operations.
• Manage contact centre systems and oversee contracted third-party services.
• Participate in health and safety initiatives and maintain confidentiality.

Job Qualifications

Education: Bachelor’s degree in health or business-related field or equivalent experience. Healthcare agency experience is an asset.

Experience: 3–5 years in leadership within a high-volume contact centre, 5+ years in contact centre operations, scheduling, and workforce planning. Experience with telecommunications, CCaaS platforms like Five9, and leading change management initiatives is preferred.

Skills and Abilities: Strong communication, decision-making, problem-solving, strategic thinking, relationship-building, customer service orientation, and proficiency with Microsoft Office and contact centre platforms. Commitment to diversity and inclusion is essential.

Working Conditions: Fast-paced, hybrid work environment with occasional travel and participation in health and safety practices. Proof of vaccination may be required based on provincial regulations.

Bayshore is dedicated to a safe, inclusive environment and complies with relevant accessibility and human rights legislation.