Operations Manager

About Us

With 65 years of experience, MedicAlert Foundation Canada is the leading provider of critical high-quality health information in Canada. We bridge gaps across health and public safety systems, ensuring first responders and practitioners have accurate and reliable life-saving data.

We are a human-centered organization that values and welcomes innovative thinking, diversity of opinion, perspective, and lived experience that will enable you to fulfill your desire to grow your career and your social impact.

If you are ready to be part of a team where the opportunities to make an impact are boundless, then this is the place for you!

Primary Objectives:

Reporting to the Interim Associate Vice President, Operations, the Operations Manager advances a sales and performance-based culture in the Contact Center and Fulfillment Services, by developing and implementing standard operating procedures designed to create the greatest possible efficiency.

The Operations Manager is responsible for developing, monitoring, and analyzing operational metrics that provide actionable business intelligence to drive strategy and improvements.

Duties & Responsibilities:

Duties and Responsibilities include, but are not limited, to the following:

• Directly manages Call Center Team Leads, Supervisors, and Support Staff
• Develops and manages a core set of Contact Center metrics that encompass the lifecycle, from lead inception through acquisition, retention, and win-back to achieve revenue targets
• Champions the use of data and reporting across the Contact Center to lead a real-time, data-driven, decision-making culture by providing actionable insights to help drive revenue growth and increase the customer base
• Provides operations trending analysis for the management team
• Works to embed core KPIs in the daily management of the Contact Center and Fulfillment Services, including monthly incentive plans for staff and supervisors
• Analyzes financial performance of the Contact Center to help create strategies aimed at decreasing cost of customer acquisition while increasing quality and client satisfaction
• Responsible for Contact Center and Fulfillment Services onboarding and ongoing training
• Reviews and analyzes CRM/Telephony System usage to establish best practices and standard operating procedures that will increase lead and call handling performance
• Builds and maintains strong interpersonal relationships with other business units and vendors
• Manages the day-to-day relationships with various suppliers and vendors related to Call Center and Fulfillment operations
• Analyzes inventory data to identify trends, patterns, and opportunities for improvement in fulfillment and repairs
• Implements and maintains effective inventory control measures to minimize out of stock or back-order situations
• Establishes a customer-focused culture and handles customer complaints professionally and promptly
• Leads by example embodying organizational values, policies, and mission
• Conducts regular performance evaluations and provides coaching and support for career development
• Guarantees all operations align with company policies and standards
• Broader work or accountabilities may be assigned as needed

Skills & Qualifications:

• A University or College degree/diploma or equivalent combination of education and experience
• A minimum of 7 years’ management experience and 5 years’ Contact Center experience both inbound and outbound with demonstrated hands-on experience working with front-line operators
• A minimum of 3 years’ working experience using a cloud based telephony system (preferably Genesys Cloud)
• Demonstrated experience using CRM (preferably Hubspot)
• Demonstrated experience managing outsourced partners and customer service agents
• Demonstrated understanding of retail sales and subscription sales an asset
• Demonstrated understanding of call center-based fundraising an asset
• Ability to plan and manage both the strategic and operational levels
• Strong analytical skill with proven experience leading data-driven decision processes
• Experience managing a 24x7 operation
• Strong interpersonal skills, self-confidence, leadership capabilities
• Demonstrated coaching and mentoring style
• Strong vendor management skills.
• Knowledge of procurement and contract management considered an asset
• Ability to communicate in a clear, simple, constructive and effective fashion
• A strong customer-oriented approach
• Good decision making and problem solving skills in a changing environment
• Attention to detail
• Proficient in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel, Teams)
• Bilingual in English / French is an asset.

What We Offer:

• Expected base salary range of $70K - $80K
• Remote and flexible work environment
• Exceptional extended benefits group plan
• RRSP Matching Program
• Paid vacation, sick and personal days
• Employee Assistance Program

To Apply:

If you have the skills and qualifications, and share our passion for our core purpose and mission, please apply with your resume and cover letter. We respectfully thank all applicants for their interest, however, only those candidates selected for an interview will be contacted.

MedicAlert is an accessible and inclusive employer that provides accommodation for employees with disabilities. If you require specific accommodation during the recruitment process because of a disability or a medical need, please let us know.

Thank you for your interest in MedicAlert Foundation Canada.