Job DescriptionIn this role you will lead with exceptional customer service and innovative thinking. You will assist with staff escalations. You will be responsible for supporting day-to-day operations and monitoring workflows, focusing on maximizing productivity and ensuring quality outputs. You will also be responsible for training and development of recent and existing team members. You will oversee reporting and metrics. You will be responsible for coordinating and collaborating with your peers and other teams across the organization.We are looking for:A full-time permanent Team Lead, OperationsHours of Work34-hour work week. Monday to Thursday: 8:00am to 4:00pm and Friday: 8:00am to 3:00pm. This is a hybrid role. Contributing to the rotating weekend on-call is required.Reports toSupervisor, OperationsCompensationThe salary for this role ranges from $50,000 to $61,500 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 BenefitsHybrid Environment: 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: 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 AreInfectious passion and commitment to Customer Success.Analytical thinker who knows how/where to find the intel to drive strategic decisions.Solution-focused problem solver who thrives finding solutions for tough challenges.Passionate about teamwork and dedicated to coaching and developing others.Self-motivated, confident, competitive, detailed-oriented, and appetite for achievement.People centered leader with superior relationship building and interpersonal skills.Ability to inspire the best out of those around you.Expert in processes, procedures, and policies; able to provide acomprehensive explanation.Reliable; proven to get their tasks done on time with minimal follow-up.Proven effort to increase referral acceptance and reduce missed care.Subject matter expert in training with ability to demonstrate clearly and effectively.ResponsibilitiesManage work limit of PSWs and adjust schedule to avoid missed care.Remove PSW holds when service coordinator places hold in error.Respond to inquiries from PSWs for Communications anonymous “Ask Anything” box.Coordinate with payroll & IT for PSW payment issues and resolve by updating schedules.Identify PSW needs for each caseload- ensure service coordinators send hiring needs.Ensure all preceptor visits have been booked with new PSWs.Bi-weekly guaranteed hours – ensure service coordinators have completed this on time for admin to send to payroll.Oversee first tier escalations.Participate in special projects and implementation of new initiatives.Write workflows clearly and effectively, suggest changes to improve process.Train and onboard new hires and attend/contribute to new hire support forum.Meet with service coordinators for management of interval care funding hours.Overlook the referral acceptance sheet and ensure completion by each service coordinator.Check billing rejections weekly and make sure they are completed by the deadline; complete billing rejections if service coordinator/covering coordinator did not complete.Approve or refuse new private referrals–when the service coordinator is not responding.Collaborate with clients and cross-functional teams.Operational Leadership and Change ManagementDevelop 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, and assist your supervisor in preparing daily coverage for staff.Monitor the workload of the team and effective completion of required tasks.Act as a change agent to positively encourage, inspire, coach and develop team members.Participate in weekend on call operations rotation. On call rotation includes checking in on the team throughout the day and ensuring the tasks are monitored and actioned, calling staff to arrange for additional support if needed.Complete the on-call log and submit to the Manager for approval.Customer ServiceBuild 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 escalated concerns to ensure effective and timely resolution.Ensure a client-centered approach by working closely with all teams to manage client expectations and improve client satisfaction.Management of Relationships with Internal and External PartnersActively participate, collaborate with, and provide solutions/support to team and leadership.Provide customer support to internal and external customers.Lead by example and demonstrate organizational values in all personal behaviors.Continuous ImprovementReview operational processes.Participate in quality and process improvement activities, identifying solutions and means for collaborating across the organization.Participate in client satisfaction initiatives.Risk, Health and Safety ManagementIdentifying 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 proceduresParticipating 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-beingParticipating in all health and safety training initiatives on a regular basisTaking proactive action against client incidents within your scope of practiceBeing actively involved in the improvement of the reporting system to prevent future reoccurrencesDeveloping a plan to identify, manage and/or minimize client safety risks or situations in adherence with 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.QualificationsPost-secondary education, in a health-related field preferred.Two+ years of experience in community health care service coordination is preferred.Supervisory/Team Lead experience considered an asset.Knowledge of the community resources and support, and community Care Sector including funding structures.Excellent written and verbal communication skills, and attention to detail.Strong organizational and prioritization skills.Self-motivated leader with excellent judgment and able to make independent decisions.Ability to multitask in a high-volume environment and adapt to new situations.Ability to take initiative, proactively identifying opportunities and solutions.Knowledge of MS Office.Additional language skills are an asset.Additional informationCircle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and creating an environment where every employee has the opportunity to reach their potential. Circle of Care seeks applicants who embrace our values of equity, anti‑racism, and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including but not limited to those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.We are committed to an environment that is barrier free. If you require accommodation, please inform us in advance.#J-18808-Ljbffr

📌 Team Lead, Operations - $50,000 - $61,500 A Year (Winnipeg)
🏢 Circle of Care
📍 Winnipeg