Senior Manager, Support Center (Volunteer)

Senior Manager, Support (Volunteer)

About us

Valued Connections Healthcare is dedicated to strengthening complex care in Ontario! Valued Connections Healthcare is expanding our volunteer-based management team to allow us to invest more of our resources into direct patient and family service delivery and enable better tools for our team members. Are you passionate about patient and customer service - and delivering an excellent customer experience? Do you want to build an end-to-end business unit? Then this role is for you!

What you will do

• Build, lead, and manage a newly aligned support team to ensure efficient and effective service delivery.
• Develop and implement strategies to improve support processes and customer satisfaction.
• Collaborate with other departments to ensure an exceptional experience for all customers, including clients, attendees, donors, partners, vendors, and team members, and build trust in our organization.
• Support the transformation and standardization of support processes in alignment with the organizational effectiveness branch to create a OneVCH support model
• Monitor and report on key performance indicators and support metrics.

What we are looking for

• Required: Proven experience in a managerial role within a support or customer service environment.
• Knowledge of Contact Centre operations, service principles and models, technology/equipment/applications, processes, and best practices
• Strong customer-centric mindset with a demonstrated commitment to service excellence.
• Experience in managing and driving transformational change, identifying and acting on opportunities for continuous improvement, including operational planning and efficiency.
• Progressive, strategic thinker with the ability to foster a culture of innovation, engagement, collaboration, and trust.
• Excellent analytical and strategic thinking skills, along with strong political acuity to handle sensitive, contentious issues. Experience with strategic planning, operational policy and procedural development, and achieving corporate service standard objectives.
• Ability to adapt, navigate, and lead through internal and external changes in a complex public sector environment.
• Demonstrated superior written, oral, and interpersonal skills with the ability to influence and negotiate with partners and stakeholders to find collaborative solutions to complex issues.
• Strong relationship-building expertise, working effectively with multidisciplinary groups of professionals.
• Optional: Experience in the healthcare industry.
• Optional: Proficiency in CRM software and support tools.

Why join us?

• Opportunity to make a meaningful impact in the community.
• Collaborative and supportive work environment.
• Professional development and growth opportunities - working directly under a Vice President with over a decade of experience, and cross-functionally with volunteer and staff leaders across Family Service, Community Collaboration (Outreach), Organizational Effectiveness (Product), Business Services, Financial Services, Policy & Transformation, and Communications to deliver a OneVCH Experience.
• Enable your exceptional sales and customer service skills towards a meaningful cause in your community and directly make an impact on patients' lives.
• Enable Valued Connections Healthcare to invest its limited agency resources in patient initiatives and resources.

Place of work / Location

• Location: Remote