McKesson requires new employees to be fully vaccinated for COVID-19 as defined by Health Canada, subject to applicable, verified accommodation requests.
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.
The incumbent is responsible for managing McKesson Specialty Health's call center and field operations Supervisors. This role is key in executing high quality programs and related services in accordance with the specifications of the customer/program and applicable regulations. The position involves workforce planning, operations, organizing and monitoring the work of a team of professionals across the various divisions including telehealth and call center personnel, field personnel, health case managers and clinical caseworkers, safety and medical information associates and data management.
This individual will be responsible for all aspects of the daily operations of the call center and management needs for all staff. Build relationships with staff members and business partners in order to deliver on the department's objectives and deliverables. Continued focus on improving the customer experience and productivity through improved performance, training and coaching programs . They will drive employee engagement and achieve department program KPI and metrics. Serves internal, external and program customers by planning and implementing call center strategies and operations; improving systems and processes; managing Leadership and frontline staff; new project development; develop and manage policies and procedures to meet specific program and McKesson goals.
Section A - Specific Responsibilities
Human Resources Management:
Recruitment of Staff (permanent & temporary); coordinate recruitment efforts with the Talent Acquisition Recruiter; conduct interviews and make hiring decisions. Maintain up-to-date knowledge of legislation relevant to employees in all provinces and disseminate any new requirements appropriately to the Supervisors Report on concerns regarding hiring trends, turnover rates, candidate feedback, etc. to HR staff and/Senior Director as appropriate; Supervise activities of all staff; provide clear direction and establish effective feedback systems to and from team members. Address all employee relations issues promptly and constructively. Manage staff performance through positive reinforcement of right behaviors and progressive discipline for detracting behaviors. Identify performance/skill gaps and develop coaching and/or training plan to ensure staff, at minimum, meet performance expectations. Conduct direct reports' performance reviews and develop appropriate Action Plans. Identify and grow employees and supervisors as candidates for succession. Create an environment conducive to teamwork by fostering team problem-solving and decision-making processes. Implement team member recognition processes that align with McKesson's shared principals. Manage the employment life cycle and decrease turnover/churn rate. Manage and execute terminations as needed as.
Provide hands-on leadership, coaching and mentoring and re-enforcement to ensure they can perform consistently at a peak level. Produce regular and effective coaching plans for Supervisors that can be leveraged for their front-line staff members.
Coach Supervisors on monitoring their team quality using call reviews and other coaching tools. Keep close ties with the Supervisors and staff keeping them abreast of individual performance and discrepancies of staff.
Support and implement team objectives as directed. Execute strategic quality objectives as defined by each program service level agreement and to ensure best practices throughout Operations.
Analyze program feedback and root causes issues, identify any discrepancies in quality measures and customer satisfaction.
Evaluate and ensure that the staffing and employment functions and all related activities for Patient Services are in adherence with the operations model.
Identify areas of improvement in staff performance, departmental procedures and suggest a course of action
Work closely with the other departments in order to develop effective processes and protocols aligned with all other program activities.
Improve areas within the Patient specialty program through trending and analysis of audits.
Complete and identify gaps and successes on the monthly score card that gets delivered to the Director on a monthly basis.
Champion and Participate in process audits, documentation redesign and/or improvements within and for the Program.
Create innovated ways to decrease service cost and present for review and approval.
Using program complaints and Network/Vendor feedback, analyze and determine root cause of issues; identify and propose changes to procedures for handling patient issues and increasing customer satisfaction.
Review and analyze KPI's daily, weekly and monthly.
Provides constructive and timely feedback to Supervisors to rectify errors and to prevent further inconsistencies
Conduct needs assessments on ongoing basis and report on actionable items to the business that can be used to increase overall results.
Partner with the Customer Relations and calibrate regarding the results vs. actuals for the program. Develop systematic approaches for assuring high quality services.
Work with Workforce planning, Program Managers and Supervisors ensuring adequate staffing on each shift in order to meet Service Level objective.
Oversee ongoing compliance with appropriate SOPs and QC parameters for contact center operations.
Interface with IT and other internal support teams to ensure adequate selection and implementation of telephony and database support.
Regular auditing and review of assigned teams for compliance with contractual obligations, KPIs, SLAs, and McKesson policies.
Implement agile processes for ongoing improvement of program and team efficiencies.
Have line of site to performance metrics for the contact center.
Foster and work in collaboration with the customer managers for programs.
Participate in RFPs and capabilities presentations when needed.
Record statistics, user rates and the performance levels of the center and prepare reports; Create action plans and solutions Generate and analyze the following reports: Call Drivers, User Rates statistics and the performance levels of the call center.
Ensure day to day operational targets are met for the contact centers, including service levels, management of workload.
Drive and implement the principles of change management. Champion the process improvement methodologies; work collaboratively with Customer Relations Managers.
Forecast and analyze data against budget figures on a weekly and/or monthly basis;
Work with Stakeholders to implement initiatives and procedures to accommodate the business/program needs
Re-evaluate individual staff and group performance targets on a monthly and quarterly basis.
Ensure operations operates efficiently according to client and company measures. Present plans/activities to senior leadership as required.
Accountable for successfully achievement of budgetary measurements set out to achieve the annual AOP. Manage indirect costs to overall program budgets. Evaluate and Monitor Supervisors on the use of expenses trackers and how to manage engagement budget for their team. Ensure that headcount on the programs are aligned with program volume and budget. Provide ongoing financial and operational reports to inter department customer management teams where appropriate. Support long and short-term financial projections. Accountable for financial forecasting of non-recoverable expenses and ensure the forecast aligns with resource requirements. Control budget and leverage workforce to optimize FTE and process efforts. Assess, track and report the efficiencies and costs of processes and implement change when an appropriate ROI is evident.
Oversee the implementation, monitoring, evaluation and re-enforcement of the workforce planning strategy system. Continuously review workforce planning analysis on a monthly and quarterly bases (Forecast). Partner with the Workforce Manager/Sr. Customer Relations Manager and set the strategic direction for Workforce planning. Ensure day to day operational targets are met for the contact centers, including service levels, management of workload and overseeing a team of call center supervisors to ensure target call answer rates and efficient, high quality case completion for our programs
Section B - General Responsibilities
Provide daily management presence, mentor supervisor staff and promote teamwork and collaboration.
Ensure quality standards maintained with respect to project deliverables and client interactions.
Provide professional internal/external presentations.
Acts as the company's primary resource in his/her area of expertise, providing leadership and direction on all related issues.
Share technical and competitive information with colleagues and provide expertise to others when required.
Promotes synergies within own team as well as between groups and with other departments.
Track and maintain accurate timesheets per program team.
In collaboration with peers and team members on the Senior MGR team, participate in the design of processes for optimal efficiency with a balance of near- and long-term results.
Section C - Position Requirements
A minimum of a bachelor's degree in the health or behavioral sciences, or equivalent experience.
Several years of management experience in the contact center environment, particularly those providing health or case management services, or similarly complex service offerings.
Minimum 2 years' experience managing people leaders, including performance management preferred .
Experience with workforce planning, development and reporting of performance metrics and good supporting PC skills.
Strong coaching and development background with functional experience.
Excellent oral presentation and interpersonal skills.
Fluency in French is an asset.
Proven ability to lead people and projects and develop business strategy to achieve corporate objectives.
Ability to develop and manage budget across multiple departments.
Solid experience in workforce management.
Proven ability to manage in a complex environment independently, with minimal supervision and effectively motivate, train, and deploy resources to achieve performance goals.
Relentless focus on people performance and process efficiency improvements.
Demonstrated coaching and facilitation skills.
High energy and stamina with ability to work effectively under pressure.
Flexible and self-directed.
Demonstrated superior judgment.
Strong conflict resolution and interpersonal skills.
Strong time management and organizational skills.
Career Level M2
McKesson is an Equal Opportunity employer.
The material contained herein is provided for informational purpose only. All open jobs offered by McKesson 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.
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McKesson 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.
Current employees must apply through internal career site.
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Internal Number: JR0054853
About McKesson Corporation
We deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You can count on us to provide you with resources and opportunities to grow and be your best, while contributing to our pursuit of improving lives. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient. We work to distribute medical supplies, bandages, syringes, vials of flu vaccine, and pharmaceutical drugs to help real patients like Jack, an eight-year-old boy battling cancer. We take that job seriously. Together, the work we do is shaping the future of healthcare. If you are passionate about combining a meaningful career with a balanced life, join us on this journey and apply for a job with McKesson today. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient.