Workforce Manager
About the Role:
The Workforce Manager will provide leadership, direction and supervision of the day to day task of the coordinator team. The incumbent will also serve as a resource to clients, employees and community partners. This role reports directly to the VP, Client Services.
Who are we looking for:
The prefect fit for this role would be someone with a positive attitude and can provide support and encouragement to the team. The ability to work in fast-pace and high volume environment, experience working in a call center and working with scheduling software would be a great asset.
A day to day look of the Role:
- Oversees Client Care Coordinators, Home Support, Nursing and Rehab, by providing
guidance and assistance with any issues brought forward - Provides guidance to the Client Care Coordinators, when needed, to resolve PSW and/or client complaints or concerns including responses through LHIN Quality Management systems
- Administer probationary and semi-annual performance appraisals for direct reports
setting goals, initiatives and performance expectations for the Coordination team - Facilitate monthly department meetings alongside Client Services Manager
- Generate Client Care Coordinator schedules
- Responsible for hiring and performance management within Coordination team
- Interact and attend LHIN meetings as required
- Consult and participate in Client Care Case Conferences as needed to support high
quality of care - Develop and maintain cooperative working relationships with agencies and
organizations interested in community health care - Build and strengthen new and existing community partnerships
- Maintain open, effective communication with all department managers
- Provide 24/7 on call support for all office and Coordination related issues
- Rotating weekend back up for Supervisors on call
- Creation, review and monitoring of metrics with regular reporting to VP, Client Services and in partnership with Business Analysists
- Complete other tasks as assigned
What you will need to Succeed:
- University Degree or equivalent
- Call Centre Management Experience
- Extensive knowledge and experience in home care industry including direct knowledge and experience with scheduling software
- Ability to work either independently, or as part of a team, as needed
- Sound analytical thinking, planning, prioritization, and execution skills
- Strong formal and informal leadership skills, ability to lead, motivate and inspire others
- Ability to plan, organize, develop, implement, and interpret goals, objectives, and
policies - Strong organizational, problem solving and critical thinking skills
- Computer knowledge of MS Office, Excel, MS Word, and MS PowerPoint
- Minimum 5 years of experience managing in a multidisciplinary, culturally diverse healthcare environment
- Commitment to providing the highest level of customer service and client care
- Vulnerable Sector Police Screening (within the past three (3) years)