Venor is proud to partner with our client, Brightisle, in the recruitment of a Manager, Navigation Services. Brightisle is a leading provider of health and community care services in Newfoundland and Labrador and are energized by the challenge to improve our collective health and well-being and to make care better. As part of a collaborative initiative involving government, community, and sector partners, Brightisle is supporting the implementation of an innovative service model focused on enhancing access to community-based supports. This work brings together technology, service excellence, and person-centered approaches to improve outcomes and strengthen independence, choice, and inclusion for the individuals and families served. (https://www.seafair.ca/news/owncare-novascotia)
What You’ll Be Doing
- Lead, coach and support a team of Navigators and System Administrators to deliver accurate, respectful and participant-centered service across phone, email, text, video and digital channels.
- Build a stable, engaged and accountable team culture that balances empathy, service quality and employee wellbeing.
- Set clear expectations, monitor individual and team performance, and complete formal performance management processes when required.
- Manage attendance, shift assignments and day-to-day staffing needs, including coverage across evenings and weekends.
- Partner with Human Resources on recruitment, onboarding, employee relations and corrective action.
- Support participants, families and service providers directly when concerns are complex, urgent or require management-level intervention.
- Monitor queue activity, response times, escalations, participant satisfaction and documentation quality, and lead regular performance reviews to identify and correct emerging risks.
- Support achievement of contractual service-level expectations, including response-time and escalation standards.
- Lead or coordinate quality assurance activities such as call monitoring, case-note audits and targeted coaching.
- Oversee the work of System Administrators supporting system access, troubleshooting and workflow issues, and ensure technical escalations are logged and resolved.
- Deliver and coordinate structured onboarding and training for new Navigators and System Administrators, including practice, observation and readiness assessment.
- Ensure staff comply with privacy, confidentiality, accessibility and information-security requirements, and respond promptly to any actual or suspected incident.
- Work closely with the Director of Operations and peer Managers to maintain consistent expectations and decision-making across teams.
What We Are Looking For
- Post-secondary education in business, operations, social services, health services or a related field, or an equivalent combination of education and experience.
- Progressive leadership experience managing frontline teams in a contact centre, customer support, intake, navigation, human services, healthcare or similarly structured service environment.
- Demonstrated experience leading high-performing teams against service levels, productivity measures and key performance indicators.
- Experience with workforce scheduling, queue management, coaching, performance management and quality assurance.
- Experience leading structured onboarding and training, including facilitation and employee readiness assessment.
- Experience managing escalated customer or participant concerns and communicating effectively in difficult or sensitive situations.
- Experience using CRM, contact-centre or case-management systems.
- A Bonus Experience with Salesforce.
- Experience working with seniors, adults with intellectual disabilities, individualized funding, community services or public-sector programs.
- Experience in a regulated or privacy-sensitive environment.
- Bilingualism in English and French.
As a proud equal opportunity employer, the Brightisle team celebrates diversity and is committed to creating a workplace where everyone feels valued and respected.
We believe that diverse perspectives fuel creativity and innovation, driving us all forward.
If you're looking for a place where your career can thrive, where diversity is celebrated, and where your values align with your work, Brightisle is the place for you!
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Manager, Navigation Services in Halifax employer: Venor
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