Job Posting: Team Lead – Customer Solutions & Support
Where YOU work, makes a difference.
Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive.
Are YOU our next Team Lead – Customer Solutions & Support?
As the Team Lead – Customer Solutions & Support, you play a pivotal role in driving the success of our Booking, Resulting, and Client Care teams. You oversee day-to-day operations, ensuring optimal team performance through effective scheduling, resource management, and staffing alignment—all in collaboration with the Manager, Customer Solutions & Support. You foster a culture of excellence by providing hands-on training, real-time guidance, and ongoing support, ensuring team members are well-equipped to meet and exceed performance metrics. With a focus on fairness and collaboration, you champion a positive, team-oriented environment that supports both departmental goals and broader organizational success.
Status: Permanent Full-time
Shift: Days
Discipline: Customer Service
Work Style: Hybrid
Location: ON and/or AB
Start Date: Asap
Internal Posting Deadline: May 15, 2025 @ 5pm EST
Why Dynacare is an amazing place for YOU:
Join an award-winning "Top Employer" with meaningful and impactful career opportunities
Access a health and wellness benefits program that supports you and your loved ones
Grow and thrive with a dynamic, successful company through internal mobility opportunities
Invest in your future through RRSP match benefits and an employee stock purchase program
Experience a collaborative, diverse workforce that prioritizes dignity and respect for all
How YOU will make a difference:
Resourcing and Workforce Planning
Support the creation of schedule and coordination departmental rotational duties.
Receive staff notification for all unplanned absences and update Absence tracking tools when needed
Participates in departmental planning activities with Manager, as needed
Monitoring and Reporting
Monitor all contact channels and collaborate with other Team Leads to responsively reallocation resources in real time to ensure continuity in service delivery.
Escalate shortfalls and/or challenges to Manager
Update staffing lists at the beginning of the month
Provides guidance by identifying any process that is not adhered to and reviews with staff member
to ensure the individual has a complete understanding of protocols and procedures. Any
repetitive or unresolved issues are escalated to Managers to be addressed one on one as a
performance issue.
Assist the Manager, Customer Solutions & Support with QA investigation and resolution when
assigned
Subject matter experts for system bugs and enhancements related to Cantrak and the related
external applications.
Responsible for the distribution of new processes to the impacted frontline teams once approved and ensures all members have full understanding of new process.
Through the use of performance metrics, responsible for evaluating the performance of frontline staff to identify areas that require further training.
Identify any training gaps and provide training as needed
Delivery of remedial training in accordance with departmental training plans/programs.
Communicate with Service Optimization Specialists when training programs could be adjusted
Complete coaching identified through audits and live call monitoring
Oversee the accurate and timely completion of mobile bookings
Identify when additional support and/or overtime is needed and escalate to Managers
What YOU bring to the role:
2+ years experience as a subject matter expert, trainer, or senior representative in a relevant field
3-5 years of related front-line experience
High school diploma and successful completion of Leadership course(s) or other post-secondary education
Certifications in Training & Development, Coaching, Customer Experience (CX), or Continuous Improvement (Lean, Six Sigma) are beneficial
Experience creating training materials, guides or SOPs is a plus
Hands-on experience handling complex customer cases, escalations, and process troubleshooting
Experience ensuring adherence to company policies, service standards, and regulatory requirements
Ability to analyze QA scores, feedback trends, and agent performance to suggest improvements
Experience managing customer interactions, reducing escalations, and improving service quality
Meets all timelines and delivers well thought out products without prompting
Operational Expertise: Deep knowledge of call center/administrative workflows, SOPs, and best
practices
Training & Coaching: One-on-one and group coaching, mentoring, and performance improvement strategies
Process Improvement: Identifying inefficiencies, suggesting enhancements, and documenting best
practices
Quality Assurance & Compliance: Ensuring adherence to policies, scripts, and service standards
Customer Service Excellence: Handling escalations, improving customer experience, and managing
difficult situations
Performance Metrics & Reporting: Understanding KPIs like AHT (Average Handle Time), Customer
Satisfaction, and QA scores
Bilingualism is an asset
Able to effectively plan, while considering multiple variables and adapt to changes on the fly
Exceptional organization skills
Critical thinking and problem-solving skills
Computer and Microsoft Office Suite skills (intermediate)
Ability to maintain confidential records and communications
Working Conditions:
Normal office environment
Prolonged sitting with 80% of time viewing computer screen
Passionate about supporting healthy lives with commitment and care? Please apply today and let us open the door to your extended career journey.
Dynacare has been a “Top Employer” for many years and there is a reason why. We are a great place to work. At Dynacare, we’re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care – we would like to meet you. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.
Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees.
In accordance with provincial legislation and our Accommodation Policy, a request for accommodation will be accepted as part of the Dynacare hiring process.
