Operations Team Lead

In this role you will lead with exceptional customer service and innovative thinking. You will assist with staff escalations. You will be responsible for supporting day-to-day operations and monitoring workflows, focusing on maximizing productivity and ensuring quality outputs. You will also be responsible for training and development of new and existing team members. You will oversee reporting and metrics. You will be responsible for coordinating and collaborating with your peers and other teams across the organization.

A Full-Time Permanent Operations Team Lead

Monday – Thursday: 8:30AM to 4:30PM, Friday: 8:30AM to 3:30PM. This is a hybrid work from home role. On-Call is required.

Supervisor, Operations

Hiring Salary Range:
The salary for this role ranges from $50,000 to $61,500 per year, depending on your skills and experience.

This is a hybrid position, with a mix of 3 in-office work and 2 work-from-home days, offering a balanced hybrid schedule. Our main office at 4211 Yonge Street has subsidized underground parking and is located conveniently on the subway line and GO transit.

A robust benefits plan with comprehensive health, dental, paramedical and vision coverage with employer paid premiums to support you and your family through all stages of life.

As part of our commitment to your long-term well-being, we provide an RRSP program through RBC with employer and voluntary employee contributions.

We support your continued growth and learning through paid training and professional development opportunities throughout your career.

• Infectious passion and commitment to Customer Success.
• Analytical thinker who knows how/where to find the intel to drive strategic decisions.
• Solution-focused problem solver who thrives finding solutions for tough challenges.
• Passionate about teamwork and dedicated to coaching and developing others.
• Self-motivated, confident, competitive, detailed-oriented, and appetite for achievement.
• People centered leader with superior relationship building and interpersonal skills.
• Ability to inspire the best out of those around you.
• Expert in processes, procedures, and policies; able to provide a comprehensive explanation.
• Reliable; proven to get their tasks done on time with minimal follow-up.
• Proven effort to increase referral acceptance and reduce missed care.
• Subject matter expert in training with ability to demonstrate clearly and effectively.

• Analyze weekly Ring Central data, ensuring accurate reporting and clear insights to support operational performance and business decision-making.
• Monitor and track subcontractor volumes; identifying trends and supporting capacity and resource planning.
• Ensure Administrative accountability through timely and consistent report follow-ups.
• Manage work limit of PSWs and adjust schedule to avoid missed care.
• Remove PSW holds when service coordinator places hold in error.
• Respond to inquiries from PSWs for Communications anonymous “Ask Anything” box.
• Coordinate with payroll & IT for PSW payment issues and resolve by updating schedules.
• Identify PSW needs for each caseload- ensure service coordinators send hiring needs.
• Ensure all preceptor visits have been booked with new PSWs.
• Bi-weekly guaranteed hours – ensure service coordinators have completed this on time for admin to send to payroll.
• Participate in special projects and implementation of new initiatives.
• Write workflows clearly and effectively, suggest changes to improve process.
• Train and onboard new hires and attend/contribute to new hire support forum.
• Meet with service coordinators for management…