Team Lead - Collection Site Services

CannAmm•Edmonton, AB

153d•Onsite

About The Position

Join CannAmm’s Collection Services Team and play a vital role in promoting workplace safety. As a Team Lead, you will be part of a professional, reliable, and best-in-class team that ensures every client feels secure, valued, and respected throughout the testing process. In this role, you will thrive in a high-performing environment with strong leadership and team support. Your responsibilities include the day-to-day support of and serves as the first point of contact for Collection Site staff regarding operational questions, procedures, and day-to-day challenges. This role works with the Manager, Collection Site Services, to ensure operational consistency, staff support, quality service delivery, and achievement of organizational objectives. The Team Lead identifies and escalates employee and operational concerns that require management review or action and provides direct coaching, guidance, troubleshooting support, and technical expertise. The Team Lead works closely with all staff to ensure proper training and ongoing support are provided, while performing Occupational Testing services as needed. Promotes fair treatment of collection site employees and supports a teamwork-focused approach both within the department and across the organization. You will help foster a positive team culture, maintain service excellence, and contribute to safer workplaces through trusted customer service and operational integrity.

Requirements

High School Diploma required
Successful completion of Leadership course(s) or other post-secondary education
2 years’ experience in a health-related field with at least one year of recent experience in a leadership role or relevant education
3-5 years of related front-line experience
Hands-on experience handling complex customer cases, escalations, and process troubleshooting
Experience ensuring adherence to company policies, service standards, and regulatory requirements
Experience managing customer interactions, reducing escalations, and improving service quality
Meets all timelines and delivers well thought out products without prompting
Able to be on-call during evenings and weekends (reliable transportation is a must)

Nice To Haves

Practical Nurse (LPN/RPN) designation preferred
Drug & alcohol testing experience preferred
Current Audiometric, Spirometry and/or Phlebotomy Technician Certificate preferred
Travel may be required to other local collection sites

Responsibilities

Serve as the first point of contact for the Collection Site staff regarding procedures and day-to-day issues.
Schedule shy bladder/on call rotations of staff.
Maintain knowledge of collection procedures, testing protocols and internal systems, and provide accurate information and guidance to staff and clients.
Assist with the onboarding, orientation and training of new employees and support ongoing staff development.
Troubleshoot and resolve issues within the scope of the role.
Coordinate service bookings by promptly responding to requests, making outbound calls to arrange occupational testing, and accurately documenting all communications.
Uphold strict confidentiality standards for all client information and records.
Bring ideas and initiatives to help us grow and innovate.
Collaborate with team members to solve problems and improve processes.
Equipment maintenance and supply management.
In-office drug and alcohol testing, including sample collection, integrity checks, documentation, and shipping of specimens.
Additional occupational health assessments such as audiometric testing, vision screening, respirator fit testing, spirometry, and phlebotomy (provided with training as required - an opportunity for professional growth and skill development within the occupational health field).
Participate in rotational 24/7 on-call services, with potential for weekday overtime.
Manage front-desk responsibilities including reception, data entry, donor registration, result tracking, faxing, and copying.
Support mobile testing operations using the designated mobile unit/truck.