Position Type:
PermanentIf you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place.
As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.
Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.
SOMMAIRE DU POSTE:
Relevant du chef de service Expérience Client, le titulaire de ce poste est responsable de diriger et de supporter une équipe multidisciplinaire dans ses opérations au quotidien. Il travaille à offrir et livrer un service de qualité, résoudre les problèmes courants liés aux opérations et s'assure que les employés ont les outils et les compétences appropriées pour effectuer leurs tâches. Il est en charge de la mise en place, du développement et du service offert aux clients autant au niveau de l’implantation de nouveaux groupes que de la gestion des Administrateurs de ces groupes. Il veille à l’organisation du travail de façon à ce que les priorités soient adaptées en fonction des diverses activités.
Par ses actions, il s'assure de favoriser un climat de travail sain et positif dans son équipe. Il agit en tant que coach auprès du personnel de son équipe pour s'assurer de garder les employés motivés et engagés au travail. Tout en reconnaissant et en identifiant avec eux leur objectif de carrière à des fins de développement et de planification de la relève.
RESPONSABILITÉS PRINCIPALES:
En tant que chef d'équipe, vos principales responsabilités seront les suivantes
Assurer le leadership et la gestion des priorités de l’équipe dans ses opérations quotidiennes;
Donner du soutien et de la rétroaction sur les habiletés et les techniques pour le traitement optimal des appels et courriels;
Assurer le suivi quant à la qualité, la productivité et l’assiduité de ses employés et leur fournir le soutien nécessaire à l’atteinte des objectifs via coaching;
Effectuer les évaluations de performance et contribuer à l’élaboration de plans d’action et au perfectionnement professionnel;
S’assurer de la motivation et de la cohésion de l’équipe ainsi qu’au maintien de bonnes relations interpersonnelles;
Favoriser la mobilisation de l’équipe et maintenir un haut niveau d’engagement.
S’assurer que le niveau de personnel soit adéquat et que les dépenses du service soient contrôlées;
Maintenir une bonne communication avec nos partenaires internes et externes afin de résoudre les problèmes liés aux clients;
Analyser et faire des recommandations visant l’amélioration des processus;
Participer aux activités de recrutement pour le centre contacts client.
Animer des séances d’apprentissage et d’information à l’intention des agents du service à la clientèle.
Représenter le centre contacts clients lors de différentes rencontres internes ou projets.
QUALIFICATIONS REQUISES:
Diplôme universitaire ou collégial dans une discipline pertinente.
2 à 4 années d’expérience en gestion d’équipe de travail.
2 à 4 années d’expérience dans le domaine de l’assurance collective.
Excellentes connaissances des indicateurs de performance d’un centre d’appels.
Solide maîtrise du français et de l’anglais parlé et écrit.
Bonnes connaissances des logiciels MS Office (Word, Excel).
#LI-VS1
We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.
If you experience any technical issues throughout the application process, please email: Medavie.Recruitment@medavie.ca.
We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.
Have questions or want to learn more about us? We would love to hear from you!
kristen.drapeau@medavie.bluecross.ca
Whenever possible, reach out to a named contact rather than a general inbox - it helps ensure a quicker, more personalized response. If you hit a bounce-back, let us know at
Welcome to Medavie!
I would be happy to share and discuss our organization, current and future career opportunies.
Many of our roles are able to be remote (work from home) in Canada
- Kristen Drapeau, Senior Recruitment Consultant
-Krysta Duguay, Recruitment Consultant
Who we are
We’re a team of over 8,000 professionals serving clients from coast-to-coast with operations in most provinces. We provide health benefits to nearly 1 in 10 Canadians and manage emergency medical services for nearly 1 in 15 Canadians.
We’ve been a leading health services partner for individuals, employers and governments across Canada for 80 years and a premier all-in-one carrier that provides health, dental, travel, life and disability benefits to individuals and organizations.
We've been recognized as one of Canada's Most Admired Corporate Cultures, one of Canada's Top 100 Employers, and an Imagine Caring Company.
What we value
Our values are inherent to our culture and provide the framework for each interaction we have and transaction we make, while providing a clear set of expectations to empower employees to do the right thing for everyone we serve. We are:
Caring – We show compassion in everything we do
Accountable – We follow through on our commitments
Responsive – We have the courage to act and adapt
Innovative – We encourage and value new ideas
Community-minded – We achieve more together
More than simply a poster on the wall, our mission of improving the wellbeing of Canadians represents the purpose of our organization ― and we align that with our culture.
What we give back
As a not-for-profit organization, we don’t answer to shareholders. Instead, we invest our earnings in our business, our communities and, most importantly, our employees. We use some of these earnings to support:
Programs to support causes that are close to our employees' hearts, matching the volunteer hours and donations they contribute
An annual United Way workplace campaign led by employees in each of our locations
The Medavie Foundation, which invests in community initiatives and organizations that improve the wellbeing of Canadians, focuses on some of the most pressing mental and physical health challenges facing Canadians.
We want to meet you as you are
At Medavie Blue Cross, we foster a culture of openness, understanding and a sense of belonging where everyone can bring their true selves to work. Nearly 70% of our management roles are held by women and we’re committed to creating a diverse, equitable and inclusive workplace where everyone is valued for who they are and what they contribute. We will accommodate people with disabilities during the recruitment, selection and hiring processes.
What we offer
If you live our values and deliver results, you’ll experience meaningful, rewarding work in a purpose-centred, inclusive organization that provides:
Flexible work options: We want you to work where you work best. We offer work from home, from the office, or a hybrid of the two, while ensuring you feel connected to your team and to our purpose. Our flexibility goes beyond location. We also have flexible working hours and part-time options available.
Competitive compensation: We believe in rewarding our employees for the skills they bring to their jobs and the results they deliver. This includes competitive compensation that will reflect your experience and expertise and annual performance-based incentives, a 100% employer-matched defined contribution pension plan, an employee RRSP, one-on-one financial counselling, vacation and personal days to help you rest, refuel and balance your life.
Career Growth: Internal talent mobility and growth are an integral part of our success. Employees are empowered to own their career development and have rewarding experiences in a variety of work areas. Supportive leadership will encourage and coach you to maximize your potential so you can access multiple learning pathways to develop. Our leadership development program and other programs, such as mentoring, performance-based management and education assistance, are offered to provide employees with an environment of lifelong learning.
Outstanding benefits: Wellbeing is at the centre of everything we do and this starts with our employees. To help you take a proactive approach to your health, we provide: