Client Services Team Lead

Client Service Team Lead

Office

Location:

Markham, Ontario (340 Ferrier Street)

Hybrid Work Model: 2‑3 days in office weekly after successful completion of an in‑person probation period.

Rotating Shift Requirement: The role requires flexibility to work shifts including evenings and weekends. The support services contact centre runs 7 days a week from 5:00 AM to 10:00 PM.

As the Client Service Team Lead, reporting to the Client Service Manager, you will supervise the coordination of client care schedules by Client Service Coordinators. You will manage scheduling for field employees, handle complex client care and scheduling issues, and contribute to the maintenance and improvement of scheduling systems.

• Supervise and coordinate the client service team to ensure efficient scheduling of licensed and unlicensed caregivers aligned with client needs
• Provide systems training and ongoing support to Client Service Coordinators
• Manage client inquiries and communicate schedule updates to clients and field staff
• Resolve scheduling conflicts and client care issues with professionalism
• Maintain accurate scheduling documentation and data
• Support recruitment, orientation, and supervision of field employees as needed
• Handle client concerns and complaints, escalating to supervisors as appropriate
• Promote Bayshore Home Health in line with branch sales and marketing plans
• Participate in ongoing training and professional development
• Adhere to Bayshore’s policies, procedures, and confidentiality standards

• Secondary School Diploma (minimum)
• Minimum 2 years customer service experience, preferably in healthcare with experience using Windows scheduling systems
• Past experience in a supervisory role (preferred)
• Strong organizational and interpersonal skills
• Ability to work independently and as part of a team
• Proficient in written and spoken English
• Flexibility to work rotating shifts between 5:00 AM and 10:00 PM, Monday through Sunday

New hires may be required to provide proof of vaccination against illnesses such as COVID‑19, Hepatitis, Seasonal Flu, etc., depending on provincial regulations and the position. Medical exemptions or any other requested exemptions based on the Human Rights Code will be considered on a case‑by‑case basis.

Our commitment to Equity, Diversity & Inclusion is reflected through programs, resources and policies that support each individual’s purpose, potential and wellbeing. We operate in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.