Team Leader, CCS Operations

Medical Council Of Canada•Ottawa, ON

16h•CA$86,000 - CA$97,000•Hybrid

About The Position

The Medical Council of Canada (MCC) is seeking a Team Leader for CCS Operations to join their talented team. This role is crucial for ensuring physicians have the necessary competencies to support safe, accessible healthcare in Canada. The MCC offers an exceptional work environment that fosters professional development and work-life balance. This is a full-time, temporary position for a 12-month contract, located in Ottawa, Ontario, Canada, with a hybrid work arrangement.

Requirements

3-5 years of supervisory and customer service experience preferred.
3 years experience leading teams, preferably in a customer service office environment.
Experience performing quality assurance.
Experience and/or knowledge with workforce management and KPI reporting.
Advanced practical experience working with various software internal and/or external applications, and databases including and not restricted to Windows Operating System and MS Office Suite.
Strong technical skills using various software applications and internal databases.
Excellent communication skills, verbal and written.
Proven ability to lead and develop teams.
Lead diverse groups to achieve results within deadlines.
Motivate and inspire team members to reach performance targets.
Strong interpersonal, coaching, and leadership skills.
Build positive relationships with direct reports and colleagues.
Make sound decisions and exercise good judgment.
Excellent analytical and problem-solving abilities.
Effectively manage and resolve conflicts.
Handle multiple tasks with competing deadlines and urgency.
College Diploma in Business or related field and/or extensive experience in a related field.
Advanced oral and written skills in English are required.

Nice To Haves

Oral and written skills in French considered a strong asset.

Responsibilities

Monitor daily work output and volume levels in collaboration with the Workforce Team, the other Team Leader, and the Manager of Operations.
Set clear team performance goals aligned with organizational objectives.
Track, analyze, and report on key performance indicators (KPIs) to assess productivity and service quality.
Allocate resources and prioritize tasks based on existing or changing operational needs, in consultation with the Workforce Team and Manager of Operations.
Provide effective leadership and direction to service agents, system support advisors, and trainers.
Manage performance through regular feedback, coaching, and clear expectation-setting.
Foster a culture of teamwork, accountability, and continuous improvement.
Oversee new employee training and support ongoing staff development, succession planning, and capability building alongside the other Team Leader.
Act as the first point of contact for escalations and exceptions to standard processes (e.g., candidate/stakeholder enquiries, refund requests, system issues).
Consult with relevant staff to resolve issues promptly and escalate to the Manager of Operations when necessary.
Assign and direct daily work in partnership with the Workforce Team.
Liaise with the other Team Leader, project leads, and internal stakeholders to coordinate activities, resolve operational challenges, and ensure consistent delivery of high-quality services.