Team Leader, CCS Operations at Medical Council Of Canada

Ottawa, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

08 Oct, 26

Salary

97000.0

Posted On

10 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Service Management, Quality Assurance, Workforce Management, KPI Reporting, Performance Management, Conflict Resolution, Problem Solving, MS Office Suite, Coaching, Operational Planning, Issue Escalation

Industry

Non-profit Organizations

Description

Consider an opportunity to join our talented team The Medical Council of Canada (MCC) was recognized as a National Capital Region Top Employer for ten consecutive years! Want to contribute to the health and wellbeing of Canadians? At the MCC, you’ll be part of a dynamic team that ensures that physicians have the competencies to support safe, accessible health care in Canada. You’ll be immersed in an exceptional work environment that fosters professional development and work-life balance. Apply for one of our rewarding positions today! Team Leader, CCS Operations Full Time Temporary 1 vacancy 12-month contract Ottawa, Ontario, Canada Hybrid role As a Team Leader, you’ll be at the heart of our Service Desk Operations (SDO). You’ll help create a positive, motivated environment where staff feel confident, supported, and empowered to deliver an exceptional experience to every customer. Working closely with the Workforce Coordinator, you’ll set priorities, keep the team focused, and ensure everyone has what they need to meet goals and deadlines. You’ll also be the first point of contact when team members need advice or when escalations arise, offering clear direction and helping resolve issues with empathy and efficiency. Partnering with the Manager of Operations, you’ll champion improvements to our processes and services, looking for ways to streamline workflows and enhance the customer journey. Your leadership will shape a culture of collaboration, continuous learning, and high-quality service that reflects the MCC’s values and commitment to excellence. What you’ll do Operational Performance & Planning * Monitor daily work output and volume levels in collaboration with the Workforce Team, the other Team Leader, and the Manager of Operations. * Set clear team performance goals aligned with organizational objectives. * Track, analyze, and report on key performance indicators (KPIs) to assess productivity and service quality. * Allocate resources and prioritize tasks based on existing or changing operational needs, in consultation with the Workforce Team and Manager of Operations. Leadership, Coaching & Development * Provide effective leadership and direction to service agents, system support advisors, and trainers. * Manage performance through regular feedback, coaching, and clear expectation-setting. * Foster a culture of teamwork, accountability, and continuous improvement. * Oversee new employee training and support ongoing staff development, succession planning, and capability building alongside the other Team Leader. Issue Management & Escalations * Act as the first point of contact for escalations and exceptions to standard processes (e.g., candidate/stakeholder enquiries, refund requests, system issues). * Consult with relevant staff to resolve issues promptly and escalate to the Manager of Operations when necessary. Coordination & Collaboration * Assign and direct daily work in partnership with the Workforce Team. * Liaise with the other Team Leader, project leads, and internal stakeholders to coordinate activities, resolve operational challenges, and ensure consistent delivery of high-quality services. What you need to succeed Experience * 3-5 years of supervisory and customer service experience preferred. * 3 years experience leading teams, preferably in a customer service office environment. * Experience performing quality assurance. * Experience and/or knowledge with workforce management and KPI reporting. * Advanced practical experience working with various software internal and/or external applications, and databases including and not restricted to Windows Operating System and MS Office Suite. Technical Skills * Strong technical skills using various software applications and internal databases. * Excellent communication skills, verbal and written Competencies * Proven ability to lead and develop teams. * Lead diverse groups to achieve results within deadlines. * Motivate and inspire team members to reach performance targets. * Strong interpersonal, coaching, and leadership skills. * Build positive relationships with direct reports and colleagues. * Make sound decisions and exercise good judgment. * Excellent analytical and problem-solving abilities. * Effectively manage and resolve conflicts. * Handle multiple tasks with competing deadlines and urgency. Education * College Diploma in Business or related field and/or extensive experience in a related field Language * Advanced oral and written skills in English are required, with oral and written skills in French considered a strong asset The perks * A defined benefit pension plan * A company-paid holiday closure in December – our gift to you! * A 35-hour work week * Compressed and telework programs * Free onsite parking - any day, any time * Free virtual Mobility and Strength & Conditioning, Zumba and Yoga classes Visit our Careers [https://mcc.ca/careers/] page to discover what sets us apart and how we cultivate an environment where employees thrive. The MCC is an equal opportunity employer, committed to diversity and inclusion in the workplace at all levels of its organization. Our team fosters belonging by welcoming and valuing people with diverse backgrounds and incorporating their experiences and perspectives into our work. AI-based tools from third-party platforms may be used to support application screening and candidate matching. Human recruiters review all applications and make final hiring decisions. Accommodations can be provided at all stages of the hiring process; we ask applicants to make their needs known in advance. Please note that only those invited for an interview will be contacted.

Responsibilities

Lead the Service Desk Operations team by setting priorities, monitoring daily output, and managing performance through coaching and feedback. Act as the primary point of contact for escalations and collaborate with management to streamline workflows and enhance the customer journey.