Supervisor - Intake & After Hours Program
Requisition ID: 400930
Position Number: 20033662
Posting End Date: May 1, 2026
City: Winnipeg
Employer: Misericordia Health Centre
Site: Misericordia Health Centre
Department / Unit: After Hours Central Intake
Job Stream: Clinical Support
Union: CUPE
Anticipated Start Date - End Date: 04/20/2026 - 04/19/2027
Reason for Term: Other Leave
FTE: 0.20
Anticipated Shift: Days;Weekends
Work Arrangement: In Person
Daily Hours Worked: 8.00
Annual Base Hours: 2015
Salary: $38.850, $40.154, $41.635, $43.102, $44.686, $46.330, $48.124, $49.957, $51.886, $53.396
Grow your career in the Winnipeg Health Region! Our team provides a spectrum of health care services through an integrated network of sites, services and organizations. We’re united by a shared commitment to excellent and equitable health care.
Position Overview
Is a member of the Primary Health Care Team with a commitment to service excellence. Reports to the Manager, Operations, PHCC. Is the primary point of interaction with the contact centre employees; is hands-on and leads by example. Takes the initiative to identify and solve problems.
Experience
- Computer proficiency required.
- Experience with multiple software applications preferred.
- Experience in education, coaching and performance management an asset.
- Five (5) years progressively responsible experience in a high-volume contact centre environment with an emphasis on providing service to callers preferably in a health or social services environment.
- Three (3) years as team lead and/or equivalent supervisory/management experience.
- A proven ability to manage own work priorities and make decisions.
- Able to make decisions and recommendations on program priorities, functional design changes, process improvements and problem resolution.
Education (Degree/Diploma/Certificate)
- B.S.W., B.N., B.A. or B.Comm. with a major in Administrative Studies or Management.
- Training in advanced telephony systems and protocol driven distribution systems.
- Cardiopulmonary Resuscitation (CPR) Training requirements for this position shall be in accordance with Employer policy.
Certification/Licensure/Registration
Not Applicable
Qualifications and Skills
- Works within MHC’s core values, philosophy, vision, CQI goals, policies and procedures.
- Ability to function as an effective member of an interdisciplinary team, including collaboration, team work and good communication skills.
- Understanding of contact centre operations.
- Confident, positive attitude with commitment to work in a team environment. Adaptable and reliable with the ability to coach and counsel staff.
Physical Requirements
- Position is sedentary at times and may require periods of sitting, typing and speaking.
- Due to nature and large volume of calls in a fast-paced environment where customer service is part of the business and also managing the challenge of meeting administrative quality expectations and staff performance issues.
This term position may end earlier as outlined in your collective agreement.
This position requires a current satisfactory Criminal Records Check (including Vulnerable Sector Search), Child Abuse Registry Check and Adult Abuse Registry Check as conditions of employment. The successful candidate will be responsible for any service charges incurred. A security check is considered current if it was obtained no more than six (6) months prior to the start of employment.
Please note that an employee is not permitted to hold two or more positions across the WRHA legal entity that combine to equal more than 1.0 EFT. The WRHA legal entity includes Churchill Health Centre, Deer Lodge Centre, Golden West Centennial Lodge, Grace Hospital, Middlechurch Home of Winnipeg, Pan Am Clinic, River Park Gardens, Victoria General Hospital, WRHA corporate programs, and WRHA community health services.
Interviewed candidates may be called upon to participate in a skills assessment.
Any application received after the closing time will not be included in the competition.
We welcome applications from people with disabilities. Accommodations are available upon request during the assessment and selection process.
Manitoba healthcare employers, in partnership with the Indigenous community, are committed to increasing the representation of Indigenous People within all levels of our workforce. Indigenous applicants are encouraged to apply and to voluntarily self-identify as being of Indigenous descent in their cover letter/application.
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