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
  • 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)