Team Lead - Business and Technology - Health Link - Jobs in Calgary, AB

Job Description

Your Opportunity:Are you a dynamic and outgoing technical person seeking a different yet challenging work environment Do you have strong technical, communication and interpersonal skills that you can apply in a contact centre environment Are you an active listener and effective problem solver who can ask relevant questions Do you use your analytical and critical thinking skills to support and trouble-shoot a broad range of technical problems that emerge within the contact centre environment, while ensuring little to no disruption of service to the public If your answer is YES to the above questions, then the Team Lead - Business and Technology at Health Link – Calgary Southport Tower is the right position for you!Description:The Team Lead - Business and Technology (B&T) Operations is a key leadership role, which reports directly to the Manager – Business, Technology and Information Services. This position is accountable for supervision of resources related to the management and overall technical and operational performance of Health Link contact center along with new projects and initiatives. Team Lead - Business and Technology is also responsible for ensuring workload management of technology team members by using Issues Management System (IMS) while making appropriate recommendations to advance operational effectiveness and efficiency for the provincial business units. Team Lead - B&T is a key stakeholder for improving access and decreasing wait time for service. This position investigates more complex technical problems for which, existing precedent may not be currently available. Where the problem cannot be resolved, the incumbent will escalate the issue to leadership or other internal departments for resolution. This position is also responsible for the coordination of system upgrades and implementation, while overseeing system administration and disaster recovery planning. The Team Lead - B&T liaises with other AHS departments and external service providers and is the primary point of contact for AHS Information Technology. The Team Lead - B&T is heavily relied on to provide sound advice to the management team and other AHS departments regarding technical issues, such as investments in technology solutions, development of provincial guidelines, processes and practices to support all business units and front line agents. In addition, this position consults with various members of the management team, on matters where there are no clear policy or guidelines or about all significant issues related to telephony and databases that have implications for Health Link as a whole.

• Classification: Team Lead
• Union: Exempt
• Unit and Program: Health LInk
• Primary Location: Southport Tower
• Negotiable Location: Within Calgary Zone
• Employee Class: Regular Full Time
• FTE: 1.00
• Posting End Date: 14-JUL-2022
• Date Available: 28-JUL-2022
• Hours per Shift: 7.75
• Length of Shift in weeks: 2
• Shifts per cycle: 10
• Shift Pattern: Days
• Days Off: Saturday/Sunday
• Minimum Salary: $34.52
• Maximum Salary: $59.20
• Vehicle Requirement: Not Applicable

Required Qualifications:Undergraduate Degree or diploma in Information Technology, Management Information Systems, Project Management, Change Management or related work experience. 5-7 years project management experience and knowledge. A demonstrated clear pattern of professional and personal development.Additional Required Qualifications:Programming knowledge - specifically VBA for Word, Excel and Access. Basic Network design and troubleshooting experience. Knowledge of Complexities of the AHS organization, IT initiatives and provincial health system. Knowledge of Protocols, policies, standards and techniques for contact centre and professional practice Progressive business analyst experience in a business operations management related environment. Knowledge of current practices and in contact center management and cloud computing. Effective leadership abilities combined with a strong commitment to operating within a team environment and the ability to motivate and inspire other to achieve common goals.Preferred Qualifications:Minimum of 3-5 years progressive business analyst experience in a health care organization. Minimum of 3-5 years technology related experience. Certificate in Project Management, IT service management and Business Analysis.Quick Apply

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