We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion. Service Delivery & Quality Control Ensure delivery of customer support services aligns with defined scope, SLAs, KPIs, and quality control standards Oversee call quality control programs, including calibration, scorecards, and audit readiness Monitor performance and identify trends, risks, and opportunities for improvement Conduct regular service health checks and performance reviews with stakeholders Maintain documentation of processes, procedures, and quality standards Performance Management & Optimization Analyze performance metrics including call quality, productivity, and customer experience trends Partner with Team Leads to implement coaching and performance improvement plans Support escalations related to quality or service performance and drive resolution Track performance risks and implement corrective actions Drive continuous improvement across processes, workflows, and tools Financial Management & SOW Governance Collaborate with Account Teams to manage scope, risks, and delivery against contract terms and conditions Manage revenue tracking for assigned engagements Consolidate project status, resource utilization, and budget information across engagements or portfolios Identify and coordinate change control processes to manage scope, financial,



and delivery impacts Serve as primary liaison between TEKsystems delivery teams and client operations leadership Provide recurring reporting on performance, quality trends, and operational and financial risks Partner with training, workforce management, and operations teams Delivery Operations & Execution Maintain delivery artifacts, reporting dashboards, and engagement documentation Ensure compliance with contractual requirements, SOPs, and internal delivery processes Manage issue tracking and facilitate resolution Coordinate across account teams to align delivery activities with engagement goals Provide guidance on performance management and coaching 35 years of experience in customer service or call center operations ~ Experience with call quality control programs or performance frameworks ~ Experience in a client-facing or managed services environment ~ Experience managing SOWs, budgets, or financial tracking within a delivery or services setting Exposure to workforce management or training programs Familiarity with call monitoring or operational tools Experience supporting high-volume customer support operations Customer Focus Manages Ambiguity Bachelors degree or equivalent experience preferred Strong proficiency with Excel and reporting tools Experience with structured delivery processes and documentation standards This is a Permanent position based out of Ottawa, ON. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. This is a Permanent position based out of Ottawa, ON. Nous accélérons la transformation de nos clients. Were a leading provider of business and technology services. We accelerate business transformation for our customers. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.

📌 Medical Staff Team Lead (Ottawa)
🏢 TEK Systems
📍 Ottawa