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Posted: 10/7/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in contact center management, including strategy implementation, team leadership, and operational improvement. Proficient in analyzing data, establishing KPIs, and ensuring compliance with patient safety and service standards.
Highest-signal resume keywords
Contact Center ManagementTeam LeadershipOperational ImprovementData AnalysisBilingualism (English and French)
About the role
Key responsibilities & impact- Implement contact center strategies and tactics to help nurse case managers and case managers achieve objectives
- Manage patient caseload
- Create, use, and continuously evaluate processes and systems meeting customer service, patient safety, contractual, and operational requirements
- Support the manager with policy and practice development and execution
- Provide leadership and coaching to team members to achieve quality standards and KPIs
- Monitor calls for quality and technical accuracy and provide timely feedback
- Monitor monthly results against goals and take corrective action as needed
- Analyze contact center data and generate business reports and metrics
- Drive continual operational improvement
- Assist with recruitment, onboarding, call quality training, development, and performance management
- Recommend corrective actions and engage additional resources as needed
- Participate in or lead client meetings and day-to-day client communications
- Collaborate with internal departments delivering program-related services
- Assist with quality assurance and quality improvement initiatives
- Oversee completion of required CAPA activities
- Participate in program design and development, including documentation flows and charts
- Participate in project technical setup, including telephony, data collection tools, processes, reports, and reporting requirements
- Perform other duties assigned by the manager
Requirements
What you’ll need- University Degree in Nursing is preferred
- Valid nursing license in good standing with the College of Nurses of their respective province
- Bilingualism (English and French) is an asset
- Minimum of 1-3 years supervisory or management experience; preference for prior reimbursement experience and/or Team Leader experience in a contact center and/or pharmaceutical industry
- Program specific experience required
- Experience in a fast-paced work environment with fluctuating demand for services is essential
- Experience executing business strategies, including establishing clear KPIs and processes for reporting
- Proven experience leading a team through organizational change
- Functional knowledge of contact center transformation, design, and process implementation
- Demonstrated success leading and developing a team, working with indirect reports and cross-functional partners
- Demonstrated technical competence and ability to understand and troubleshoot basic technical issues
- Familiarity with contact center technologies, including using, designing, and reporting on IVRs
- Intermediate to advanced knowledge of the MS Suite of applications
- Effective oral and written communication with internal and external customers and stakeholders
- Excellent interpersonal and relationship-building skills
- Effective analytical and problem-solving skills
- General knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes
Benefits
Comp & perks- 100% Canadian with locations across the country
- State-of-the-art facilities
- Collaborative, engaging workplace culture
- Flexible working environment promoting work-life balance
- Diverse and inclusive culture
- Employee Development Program
- Industry-leading, in-house corporate training throughout the year
- Competitive Salary
- Generous vacation entitlement
- Wellness Program, including 5 paid days off for well-being
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
- RRSP Matching Program
- Employee & Family Assistance Program
- Accommodations available upon request during the selection process
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Nursing LicenseProgram Specific ExperienceBusiness Strategy ExecutionContact Center TransformationTechnical TroubleshootingIVR Design and ReportingMS Suite ProficiencyQuality AssuranceKPI EstablishmentCAPA Activities
Soft Skills
Effective CommunicationInterpersonal SkillsAnalytical SkillsProblem-Solving SkillsRelationship-Building
Certifications & Qualifications
University Degree in Nursing
Industry Keywords
Patient Assistance ProgramsReimbursementPharmaceutical IndustryCustomer ServiceOperational Policies