[Hiring] Bilingual Critical Incident Services Coordinator @LifeWorks

Role Description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

As a Critical Incident Coordinator, you will provide telephone intake services, including the initial assessment of needs and urgency, and assign appropriate service providers to client organizations. Additionally, you will manage the team’s inbox and respond to global requests via email.

By playing a crucial role in ensuring timely support to our clients, you will find this position to be exciting, fulfilling, and rewarding.

What you’ll do

• Answer phone calls from managers and HR representatives seeking support after workplace incidents.
• Assign the appropriate service provider from our network and plan the intervention.
• Help manage the team’s inbox and address global email requests.

Qualifications

• Post-secondary or college degree.
• Fully bilingual in English and French (oral and written).
• Minimum of two years of customer service experience demonstrating empathy.
• Able to multitask and thrive in a fast-paced environment.
• Strong organization and prioritization skills.
• Ability to manage crisis situations responsibly and professionally.
• Able to work both autonomously and collaboratively with your team.
• Great attention to detail, excellent ability to multi-task, and good decision-making skills.
• High level of resiliency amidst regular challenging situations.
• Positive, can-do attitude, embracing change as the Team pivots procedure to meet the changing needs of our Customers.

Requirements

• Schedule spans the hours of 7:00am-11:00pm EST, 7 days a week, 365 days a year.
• Flexibility to work any of the following shifts: day, evening, weekends, & holidays, as assigned.
• Shifts are assigned by role seniority; the majority of current needs are for the 3pm to 11pm shift.

Nice to have

• Experience in a call center environment.

Benefits

• A generous vacation policy to support work/life balance.
• A flexible benefit plan that fits your individual and/or family needs, as of first day of employment.
• A $500 well-being account and $5000 per year for mental health support.
• A fast-growing and dynamic organization that likes to promote from within.
• A pension plan with generous contribution from the employer to help you reach your retirement goals.
• One volunteering day/year to support a cause that's important to you.
• A work environment that supports diversity and inclusion.
• Access to exclusive TELUS employee advantages and deals.