Senior Operations Manager
Senior Operations Manager
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Job Description
What we offer (and why youll love it here!:
- Epic WorkLife Balance: Flexible hybrid work options because we value your time and wellbeing.
- Growth Opportunities: Committed to fostering a culture of growth where every team member is encouraged to pursue new skills expand their knowledge and advance their careers.
- Vibrant Culture: Over 1500 team members across Canada and year over year we manage to maintain an overall above industry engagement score by using a monthly pulse survey.
- Our People Say It Best: Compensation: Competitive salary incentive program and comprehensive benefits package.
- What & Where: Full Time Permanent Moncton NB
- Closing Date: April 25 2025
Why BioScript Solutions
At BioScript were not just a companywere a fastgrowing company always putting patients first. Recognized as one of Canadas Best Managed Companies we believe in pushing boundaries setting trends and creating meaningful experiences that captivate and inspire. Our vibrant team is made up of innovative minds who are passionate about driving success and making an impact. Ready to be a part of this exhilarating journey
Your Mission:
- Lead motivate and engage a team of top performing supervisors support teams and front line agents by balancing team development service quality and operational performance
- Utilize workforce management and capacity planning tools to ensure appropriate resource
allocation and optimal staffing to meet daily demand - Lead change management initiatives with the team to adopt new technologies to support call
center operations - Maintain operational dashboards for internal Coverdale team and for Senior Leadership visibility
- Oversee of the call monitoring program and report on progress to team and
leadership - Participate in audits and root cause investigations into deviations or service level
complaints and implement corrective actions with urgency - Utilize audit results and investigation findings to continually improve service delivery and safety
in clinics - Act as a change champion for new programs and initiatives impacting patient service and
experiences at Coverdale clinics to ensure a smooth adoption - Ensure all new services and service changes are executed as per contractual expectations
What You Bring to the Table:
- A bachelors degree in business administration data & analytics or related field
- Process improvement and Lean Six Sigma certification considered an asset
- Proficiency in Salesforce CRM for managing patient interactions and reporting; experience with
CRM configuration and data analytics. - Vonage Contact Center or similar cloudbased contact center solutions.
- Familiarity with the workforce management cycle including forecasting scheduling and capacity
management. - Advanced skills in Microsoft Office 365 particularly Excel (including pivot tables and macros)
and Power BI for data analysis and dashboard creation. - Bilingual English/French verbal and written considered an asset
Core Competencies: You thrive in a collaborative environment and bring positivity and enthusiasm to every project.
- DecisionMaking: Demonstrates agility in assessing situations and making informed timely
decisions to drive results. - Proactive Approach: Anticipates challenges and opportunities initiating actions to capitalize on
them before they arise. - Excellence: Balances speed with quality ensuring actions lead to effective and
impactful outcomes. - Ownership: Takes full responsibility for decisions actions and outcomes owning successes and
learning from setbacks. - FollowThrough: Consistently delivers on commitments ensuring alignment with organizational
goals and values. - Outcome Orientation: Prioritizes tasks and allocates resources to achieve measurable and
sustainable results. - Courageous Communication: Engages in honest and direct dialogue addressing sensitive or
challenging topics with empathy and professionalism.
Compensation: At BioScript your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role level and geographic location.
Were proud to be an equal opportunity employer.As a peoplecentric organization were committed to fostering awelcomingculture free of discrimination andtoproviding ahealthy andsafework environmentwhereall team memberscanthrive as our commitment to diversity inclusion belonging and equity we strive to provide an accessible workplace where individuals feel valued respected and supported every day.
We encourage and accept all applications however only candidates selected for interviews will be contacted. Accommodations can be made available on request for candidates taking part in all aspects of the selection process. For inquiries please email the talent acquisition team at
Ready to make your mark If youre passionate about transforming ideas into extraordinary results and excited to join a forwardthinking team we want to hear from you!
Take a look firsthand at what we do here! Experience:
Manager
Employment Type
Full-Time
