Job Description
The Supervisor, Operations will focus on exceptional customer service, innovative thinking, and assisting with staff escalations. You will be responsible for managing day-to-day operations and monitoring workflows while focusing on maximizing productivity and ensuring quality outputs. You will be responsible for ongoing development of new and existing team members along with end-to-end reporting and Key Performance Indicators. You will coordinate and collaborate with your peers and other teams across the organization.
We are looking for: A Full-Time Permanent Operations Supervisor
Hours of Work: Monday – Thursday: 8:30AM to 4:30PM, Friday: 8:30AM to 3:30PM. This is a hybrid work from home role. On-Call is required.
Reports to: Manager, Operations
Compensation
Hiring Salary Range: The salary for this role ranges from $65,000 to $76,500 per year, depending on your skills and experience.
On top of a competitive base salary, we support rest and overall wellness through generous paid time off for vacation, personal and sick days.
Circle of Care Benefits:
Hybrid Environment: This is a hybrid position, with a mix of 3 in-office work and 2 work-from-home days, offering a balanced hybrid schedule. Our main office at 4211 Yonge Street has subsidized underground parking and is located conveniently on the subway line and GO transit.
Health and Dental Benefits: A robust benefits plan with comprehensive health, dental, paramedical and vision coverage with employer paid premiums to support you and your family through all stages of life.
Retirement Savings Plan: As part of our commitment to your long-term well-being, we provide an RRSP program through RBC with employer and voluntary employee contributions.
Learning and Development: We support your continued growth and learning through paid training and professional development opportunities throughout your career.
WHO YOU ARE:
- Ownership & Leadership: You own & lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, escalation management and providing the level of support required for their success. You own end to end process & outcome of your team’s performance and have monthly one on ones with your individual team members where you will review their performance and provide metrics related to their accountabilities.
- Service: You consider both internal and external stakeholders and demonstrate the intent of understanding and putting the clients' needs first. You advocate for service excellence and work to deliver solutions that meet the needs.
- Execution: You are committed to achieving your goals. This includes focusing on "getting things done", as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes.
- Collaboration: You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to cross departmental teams to achieve organizational goals. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization including cross-functional teams, caregivers, PSWs, colleagues and internal staff.
Responsibilities
- Successfully leads the day-to-day operations.
- Create the daily coverage schedule.
- Recruit, hire, train, and retain diverse talent with inclusive team culture.
- Ensure all team members are trained and demonstrate competencies in their responsibilities.
- Ensure the up-to-date documentation including but not limited to day wise training plan, training material, standard operating procedures (SOPs).
- Create clearly documented end-to-end workflows of each task we perform in the team.
- Responsible for owning & driving end to end KPIs and all critical metrics required to run day-to-day operations effectively & required for OHAH reporting.
- Review, assess, and validate operational reports, dashboards, and performance metrics to identify trends, anomalies, recurring issues, and opportunities for improvement.
- Translate quantitative and qualitative data into clear, actionable insights.
- Act as a first point of escalation for the team and drive towards finding effective solutions and options to resolve day-to-day issues.
- Manage ongoing training and performance improvement of the team.
- Team SMART goals are well defined; progress is tracked regularly and met at year end.
- Plan and lead process level team meetings with a defined agenda and documented minutes.
- Responsible for growth and learning of Team Lead and other staff reporting directly to you.
- Identify and create regular and effective reporting in collaboration with Quality department.
- Reinforce principles of service orientation and ensure the focus is always on improving patient care and/or service.
- Respond to employee concerns in a swift manner to avoid interruption of services.
Operational Leadership & Change Management
- Lead a team of Service Coordinators, CSRs, and Admin Assistant Team.
- Support the performance management process within the team by developing plans for all direct reports to build their core competencies and personal effectiveness.
- Develop and sustain a team culture that embodies communication, client focus, learning and innovation, accountability for achievement, teamwork, and respect.
- Build rapport with team members to ensure a high performing team.
- Ensure adequate team coverage, including proactive and real-time planning.
- Monitor the workload of the team and effective completion of required tasks.
- Build support for organizational vision and departmental goals/objectives by communicating, collaborating, and leading by example.
- Act as a change agent to positively encourage others and be open to feedback.
- Celebrate team success by taking opportunities to express positive expectations of others and support the implementation of employee recognition and rewards programs.
- Participate in weekend on call operations rotation. On call rotation includes checking in on the team throughout the day and ensuring the tasks are being monitored and actioned.
- Call staff to arrange for additional support if needed (sick calls, increased volumes etc.) Supervisors may also be called to increase work limits, remove worker holds and respond to escalations related to operations.
- Complete the on-call log and submit to Manager for approval.
Customer Service
- Build a trust-based relationship and develop rapport with staff, clients, and family members in order to ensure we meet their needs and resolve concerns.
- Manage issues that are escalated from the internal teams to ensure effective and timely resolution; escalate further as necessary.
- Ensure a client-centered approach by working closely with Client Services teams to manage client expectations and improve client satisfaction.
Management of Relationships with Internal & External Partners
- Actively participate, collaborate with, and provide solutions/support to team members and leadership to achieve strategic goals and objectives.
- Collaborate and proactively work with external partners and funders. Participation in external meetings may be required.
- Provide customer support to internal and external customers through effective communication.
Continuous Improvement
- Review operational processes to identify opportunities for improvement, develop solutions, and collaborate across the organization to take action.
- Participate in quality and process improvement activities.
- Participate in client satisfaction initiatives that continuously improve quality levels.
Risk, Health and Safety Management
- Identifying and reporting health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders, documenting incidents in EasyCare and escalating appropriately to the designated supervisors as outlined in the Client Safety Reporting policy (C.01.38).
- Participating in health and safety processes and procedures.
- Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being.
- Participating in all health and safety training initiatives on a regular basis.
- Taking proactive action against client incidents within your scope of practice.
- Being actively involved in the improvement of the reporting system to prevent future recurrences.
- Developing a plan to identify, manage and/or minimize client safety risks or situations in adherence to risk management operations policies.
- Facilitating the planning discussion in the preparation stage prior to disclosure, with the goal of enabling a supportive and effective conversation.
- Promoting a culture of safety by being responsible for encouraging blame-free reporting.
- Investigating adverse events by performing a root cause analysis and gathering all relevant information as it pertains to the event.
Qualifications
- Post-secondary education in a health-related field preferred.
- 2+ years of Supervisory experience.
- 3+ years of experience in community health care service coordination is preferred.
- Growth mindset with a collaborative approach.
- Ability to take initiative, proactively identify opportunities and solutions.
- Knowledge of the Community Care Sector including funding structures is preferred.
- Exceptional customer service skills, verbal and strong written communication skills.
- A flexible attitude towards change and the ability to adapt to new situations.
- Excellent organizational and time management skills.
- Ability to build strong relationships with team members, internal and external customers.
- Ability to multitask and manage time and priorities.
- Ability to work in a high pace environment and handle stressful situations.
- Ability to use good judgment and critical thinking in assessing difficult situations.
- Ability to perform routine work independently.
- Knowledge of general office practices, procedures, standards, and medical terminology is an asset.
- Proficiency in a Microsoft Office software environment.
- Proficiency with scheduling software is considered an asset.
- Additional language skills are an asset.
