Job Description

Booking Call Centre Supervisor - Competition #2025-670

Position Status: Regular, Full-time (1.0 FTE)

EFW Radiology is currently seeking a Booking Call Centre Supervisor to join our team and contribute to our mission of providing exceptional patient care!

About EFW:

EFW Radiology owns and operates twelve community-based clinics providing Diagnostic Imaging, Maternal Fetal Medicine, and Pain Management services.

Our Core Values:

• Compassion: Treat everyone with care, kindness, and respect.
• Trust: Demonstrate empathy and understanding while partnering with patients, caregivers, communities, and each other.
• Meaning: Contribute to the well-being of our communities through healthcare, innovation, education, and careers.

The Role:

The Booking Call Centre Supervisor is responsible for organizing and directing the employees in the Booking Call Centre. The primary function of the Supervisor is to assess the work of the staff and provide feedback to maximize performance while promoting a positive work environment.

The Booking Call Centre Supervisor is required to have excellent customer service and supervisory experience. The Supervisor must possess great communication skills and be able to lead and motivate employees. The Supervisor must also be organized and reliable, as well as results-oriented.

Reporting to: Booking Call Centre Manager

Role Overview:

• Meets weekly with the Booking Call Centre team to answer questions and review topics related to performance metrics, statistics, quality feedback, patient interactions, and new processes;
• Forecasts and provides booking staff with a glimpse of future weeks, when applicable;
• Facilitates regular monitoring evaluations with each employee in the Call Centre;
• Coaches and mentors the Call Centre employees as needed;
• Provides consistent support and leadership to the staff;
• Keeps track of absenteeism and timekeeping;
• Participates in the hiring and onboarding of new staff;
• Delivers training and answers questions from employees;
• Monitors phone traffic and always ensures timely responses;
• Conducts patient investigations and responds in a timely fashion;
• Maintains employee files related to employee attendance, production, and performance;
• Optimizes workflows and processes;
• Keeps the Booking Call Center Manager informed of any problems and issues;
• Adheres to all privacy and confidentiality policies and procedures as they relate to EFW, our patients and our employees;
• Undertakes other related duties as assigned.

Leadership

• Communicates department goals and objectives and establishes clear and realistic expectations to engage and inspire team members.
• Provides leadership and guidance to assigned staff including setting expectations, monitoring performance, and providing feedback and coaching.
• Manages performance of assigned staff, including motivating team members to achieve goals and objectives, and holds them accountable to those goals. Conducts performance reviews for assigned staff; holds regular performance check-ins, and regularly communicates performance expectations.
• Promotes a strong team culture, building on strengths to achieve results.
• Creates a collaborative workplace that encourages employees to realize their potential and create a career with meaning.
• Provides orientation and training to staff as needed.
• Supports with staff scheduling and vacation approval functions.
• Retains a highly cohesive and engaged team, including providing input into the recruitment and selection of new team members

You have the following:

• Minimum of 3 years of experience as a Call Centre Supervisor or a similar supervisory role working in a fast paced, demanding environment;
• Completion of a Business Administration diploma is preferred. An equivalent combination of post-secondary education and experience will be considered;
• Extensive experience in customer service is essential;
• Excellent verbal and written communication skills;
• Ability to communicate diplomatically and respectfully in conflict resolution situations;
• Advanced knowledge of performance evaluation procedures;
• Exemplary organizational, motivational, and leadership skills;
• Intermediate computer skills (MS Office including Word, Excel, and Outlook);
• Capacity to develop and maintain positive relationships and work collaboratively with others within different modalities;
• Demonstrated ability to develop and foster a positive and engaging work environment;
• Ability to work effectively under pressure, in a fast paced environment.

Schedule: Monday to Friday, 9:00am-5:30pm

Why EFW?

We offer meaningful careers and are committed to providing equitable total compensation for everyone, including;

• Professional Development Programs and Continued Education Support
• Extended Health, Dental & Wellness Benefits
• Employee Recognition and Appreciation Programs, Giveaways, Contests, and Events
• Matching RRSP Group Savings Plan
• Employee and Family Assistance Programs
• Onsite and Subsidized Parking
• Volunteer Opportunities with Community Partners

Diversity, Equity, and Inclusion at EFW:

EFW Radiology is an equal opportunity employer. We are committed to hiring talented, qualified professionals without regard to race, age, gender, or any other protected ground and to providing an environment without discrimination.

EFW is committed to creating a safe and healthy environment for employees, patients and community partners.

Every effort is made to provide fair and equal employment and development opportunities and to ensure that our policies regarding hiring, compensation, promotions, and transfers are based solely on skills and capabilities, job requirements, job performance, and other job-related criteria.

Application Deadline:

If you are dedicated to quality patient care and want to join our team of dynamic healthcare professionals please submit your application by March 21, 2025.

We thank all applicants for their interest! Only candidates selected for an interview will be contacted.

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