McKesson Customer Service - Team Lead in Ontario, Canada

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 17 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

At McKesson Canada, you’ll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

Job Summary

Reporting to the Customer Service Senior Manager the Team Leader position is responsible for supervising and evaluating the agents through day-to-day leadership and performance of the team. Strong relationships with direct reports is required to provide ongoing feedback regarding customer service, process improvement opportunities, and performance management. The Leader plays a key role in the initial orientation of new agents, on-going training & development, escalations and assisting with calls during peak times. `

In addition to the above this position will also be responsible for workforce planning and recording of Ontario Customer Service

Position Description

Section A – Specific Responsibilities

Duties and responsibilities include but are not limited to:

  • Encompassed by ILEAD competencies and ICARE principles

  • Coach accurate, timely and professional customer service skills

  • Interactive and retroactive quality and coaching sessions

  • Ensure timely and consistent communication utilizing huddles, Sales Force, email or other methods

  • High level of confidence & professionalism in all modes of communication with internal or external customers

  • Resolve escalated calls, emails or cases in order to ensure a positive customer experience

  • Work in collaboration with multiple stakeholders (Sales, Regulatory, Procurement, Transportation, Operations and Finance)

  • Make recommendations to Manager on continuous improvement opportunities

  • Deliver timely and consistent team messaging to front line and customers

  • Support Customer Service team members to meet KPI targets

  • Scheduling and reporting as needed

  • Support agent recruiting and agent training

  • Support customer service team members to meet KPI targets

  • Leverage customer insight to drive business actions

Section B – Key Requirements

  • Minimum three – five years of customer service experience, preferably in a contact center or customer service environment

  • One to two years of team leader or supervisory experience

  • Post-secondary education in a business or related field is an asset

  • Experience with monitoring call quality and analyzing call center metrics is an asset

  • Exceptional communication both written and verbal, leadership and interpersonal skills, ability to liaise at all levels of organization.

  • Ability to embrace continuous learning and customer service expectations in an environment that is constantly changing

  • Work effectively under pressure with minimal supervision

  • Demonstrated success in coaching to improve service results and customer experience

  • Possess strong analytical and problem solving skills as well as conflict resolution skills

  • Proficiency with MS Office: Word, Excel, Access and strong keyboarding skills

  • Experience with Salesforce CRM and AS/400 would be a bonus

  • Must be able to work flexible schedule due to the operational needs

  • Healthcare background and knowledge in pharmaceuticals considered an asset

  • Bilingual French/English applicants will be given preference

Benefits & Company Statement

McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement

No agencies please.

Recruiting Disclaimer

The material contained herein is provided for informational purpose only. All open jobs offered by McKesson Canada on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson Canada attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.

By providing your application to McKesson Canada you hereby consent to McKesson Canada obtaining personal information regarding you that is related to the position applied for. You also consent to McKesson Canada transferring your application details to our recruitment partners for their review and assistance. You also consent to McKesson Canada keeping your application on file.

McKesson Canada is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.

Job: Customer Care

Organization: McKesson Canada

Title: Customer Service - Team Lead

Location: Canada-Ontario

Requisition ID: 18004351