Senior Operations Manager

What we offer (and why you’ll love it here!):

• Epic Work-Life Balance: Flexible hybrid work options because we value your time and well-being.
• Growth Opportunities: Committed to fostering a culture of growth, where every team member is encouraged to pursue new skills, expand their knowledge, and advance their careers.
• Vibrant Culture: Over 1,500 team members across Canada and year over year we manage to maintain an overall above industry engagement score by using a monthly pulse survey.
• Attractive Compensation: Competitive salary, incentive program, and comprehensive benefits package.
• What & Where: Full Time Permanent, Moncton NB
• Closing Date: April 25, 2025
  
  

Why BioScript Solutions?

At BioScript, we're not just a company—we're a fast-growing company always putting patients first. Recognized as one of Canada’s Best Managed Companies, we believe in pushing boundaries, setting trends, and creating meaningful experiences that captivate and inspire. Our vibrant team is made up of innovative minds who are passionate about driving success and making an impact. Ready to be a part of this exhilarating journey?

Your Mission

• Lead, motivate and engage a team of top performing supervisors, support teams and front line agents by balancing team development, service quality and operational performance.
• Utilize workforce management and capacity planning tools to ensure appropriate resource allocation and optimal staffing to meet daily demand.
• Lead change management initiatives with the team to adopt new technologies to support call center operations.
• Maintain operational dashboards for internal Coverdale team and for Senior Leadership visibility.
• Oversee execution of the call monitoring program and report on progress to team and leadership.
• Participate in audits and root cause investigations into deviations or service level complaints and implement corrective actions with urgency.
• Utilize audit results and investigation findings to continually improve service delivery and safety in clinics.
• Act as a change champion for new programs and initiatives impacting patient service and experiences at Coverdale clinics to ensure a smooth adoption.
• Ensure all new services and service changes are executed as per contractual expectations.
  
  

What You Bring To The Table

• A bachelor’s degree in business administration, data & analytics or related field.
• Process improvement and Lean Six Sigma certification considered an asset.
• Proficiency in Salesforce CRM for managing patient interactions and reporting; experience with CRM configuration and data analytics.
• Vonage Contact Center or similar cloud-based contact center solutions.
• Familiarity with the workforce management cycle including forecasting, scheduling, and capacity management.
• Advanced skills in Microsoft Office 365, particularly Excel (including pivot tables and macros), and Power BI for data analysis and dashboard creation.
• Bilingual English/French - verbal and written considered an asset.
  
  

Core Competencies: You thrive in a collaborative environment and bring positivity and enthusiasm to every project.

• Decision-Making: Demonstrates agility in assessing situations and making informed, timely decisions to drive results.
• Proactive Approach: Anticipates challenges and opportunities, initiating actions to capitalize on them before they arise.
• Execution Excellence: Balances speed with quality, ensuring actions lead to effective and impactful outcomes.
• Ownership: Takes full responsibility for decisions, actions, and outcomes, owning successes and learning from setbacks.
• Follow-Through: Consistently delivers on commitments, ensuring alignment with organizational goals and values.
• Outcome Orientation: Prioritizes tasks and allocates resources to achieve measurable and sustainable results.
• Courageous Communication: Engages in honest and direct dialogue, addressing sensitive or challenging topics with empathy and professionalism.
  
  

Compensation: At BioScript, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location.

We're proud to be an equal opportunity employer. As a people-centric organization, we’re committed to fostering a welcoming culture free of discrimination, and to providing a healthy and safe work environment where all team members can thrive as individuals. Through our commitment to diversity, inclusion, belonging, and equity, we strive to provide an accessible workplace, where individuals feel valued, respected, and supported every day.

We encourage and accept all applications; however, only candidates selected for interviews will be contacted. Accommodations can be made available on request for candidates taking part in all aspects of the selection process. For inquiries, please email the talent acquisition team at recruitment@bioscript.ca.

Ready to make your mark? If you’re passionate about transforming ideas into extraordinary results and excited to join a forward-thinking team, we want to hear from you!