Coffee Specialist promoting Nespresso products and sustainability. Delivering customer service, upselling, and sales results at Nestlé Canada’s Burlington boutique.
About the role
- Personal Care Specialist Team Lead coordinating patient-support operations for Cencora. Coaching PCS staff, monitoring KPIs, and resolving operational escalations remotely in Quebec.
Responsibilities
- Ensure the team is online, available, and adhering to schedules
- Distribute tasks and facilitate rapid issue and escalation resolution
- Respond to team questions and escalations related to operations, copay, and FOC requests
- Monitor operational KPIs, including call wait times, task delays, and queue management
- Manage coaching and performance development through team meetings, one-to-ones, and performance gap interventions
- Conduct AE and Genesys audits
- Collaborate with the District Manager on hiring, engagement, and resource optimization
- Provide direction and guidance to team members
- Assist with holiday and vacation management as requested by the District Manager
- Monitor and manage records, including the BioScript spreadsheet and task lists
- Facilitate sharing of best practices and identify efficiencies in daily processes
- Report issues and challenges to the District Manager
- Support operational transitions and new initiatives
- Coordinate overall engagement and team morale
Requirements
- Minimum 3 years experience as a Personal Care Specialist or relevant patient support/case management experience
- Recognized expertise and respected by peers within PCS function
- Experience in operational and team coordination preferred
- Proven ability to manage stressful situations and multitask
- Solution-oriented mindset and resourcefulness
- Excellent interpersonal and communication skills
- Track record of coaching/mentoring others
- Available to work within assigned region
- Background in healthcare operations, customer service, or clinical support is an asset
- Strong organizational skills and attention to detail
- Effective time management and ability to set priorities
- Ability to analyze operational challenges and suggest improvements
- Strong customer focus and team engagement skills
- Proven problem-solving and critical thinking abilities
- Ability to communicate clearly both orally and in writing
- Ability to work collaboratively with DMs and other teams
- Commitment to upholding and optimizing PCS team best practices
Benefits
- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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