We are currently looking for a Call Centre Specialist to join our corporate team in Toronto. The Contact Centre Specialist is responsible for the daily analysis of call volumes and KPI reporting. The successful candidate will have demonstrated experience and expertise in the operation of call centres, possess excellent verbal and written skills, and effectiveness implementing call centre strategies and improving systems and processes.

This position is based out of our Downtown Toronto office and will require travel to our offices in Mississauga and Markham.

At Spectrum Health Care, our mission is re-imagining home care for clients and families to provide products and services they need, whenever care is required, delivered by the most qualified and compassionate staff.

By joining Spectrum Health Care you will be part of one of Canada’s Best Managed companies and a committed member of a team of highly skilled healthcare professionals.

• Prepare reports and analyze contact centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction (current system is Avaya)
• Monitor and ensure delivery on key metrics such as service levels, abandon rates, and routing
• Manage the diagnostics, analytics, performance results, and best practices of the coordination queues, in collaboration with the Manager, Client Services to ensure optimum efficiencies and data based decision making
• Determine contact centre operational strategies by evaluating team results and objectives
• Maintain and improve contact centre operations by monitoring system performance and identifying and resolving problems
• Prepare monthly and annual contact centre action plans and objectives
• Assist the management team with resource planning to maximize the productivity of resources (people, technology etc.)
• Support the Manager, Client Services in the recruitment, selection, and onboarding of new contact centre personnel
• Develop and execute coaching and mentorship program, to ensure that all employees follow the organization’s best practices for contact centre management and operations

• Post-secondary degree, diploma or equivalent in related discipline
• 3+ years’ experience in a Contact Centre Specialist role
• Proven experience as Contact Centre Specialist or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Proficiency in Microsoft Outlook, PowerPoint, Word and Excel
• Excellent understanding of technology, software applications, and phone and computer systems
• Advanced customer focus and customer service skills

#corp_shc

Spectrum Health Care is thrilled to be named one of Canada’s Best Managed Companies. This award recognizes top companies across Canada for overall performance, sustained growth, strategy, capabilities and innovation, culture and commitment, and leadership. Click here to learn more about this esteemed honour.

We thank all applicants, however, only those individuals selected for interviews will be contacted.

In accordance with the Accessibility for Ontarians with Disabilities Act 2005, upon request, support will be provided for accommodations throughout the recruitment process.

If you require accommodation because of disability through the recruitment process, please contact Human Resources at (corphr@spectrumhealthcare.com) for assistance.