Team Leader, CCS Operations

Consider an opportunity to join our talented team

The Medical Council of Canada (MCC) was recognized as a National Capital Region Top Employer for ten consecutive years!

Want to contribute to the health and wellbeing of Canadians?

At the MCC, you’ll be part of a dynamic team that ensures that physicians have the competencies to support safe, accessible health care in Canada.

You’ll be immersed in an exceptional work environment that fosters professional development and work-life balance.

Apply for one of our rewarding positions today!

Team Leader, CCS Operations

Full Time Temporary

1 vacancy

12-month contract

Ottawa, Ontario, Canada

Hybrid role

As a Team Leader, you’ll be at the heart of our Service Desk Operations (SDO). You’ll help create a positive, motivated environment where staff feel confident, supported, and empowered to deliver an exceptional experience to every customer.

Working closely with the Workforce Coordinator, you’ll set priorities, keep the team focused, and ensure everyone has what they need to meet goals and deadlines. You’ll also be the first point of contact when team members need advice or when escalations arise, offering clear direction and helping resolve issues with empathy and efficiency.

Partnering with the Manager of Operations, you’ll champion improvements to our processes and services, looking for ways to streamline workflows and enhance the customer journey. Your leadership will shape a culture of collaboration, continuous learning, and high-quality service that reflects the MCC’s values and commitment to excellence.

What you’ll do

Operational Performance & Planning

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.

Leadership, Coaching & Development

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.

Issue Management & Escalations

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.

Coordination & Collaboration

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.

What you need to succeed

Experience

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.

Technical Skills

Strong technical skills using various software applications and internal databases.

Excellent communication skills, verbal and written

Competencies

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.

Education

College Diploma in Business or related field and/or extensive experience in a related field

Language

Advanced oral and written skills in English are required, with oral and written skills in French considered a strong asset

The perks

A defined benefit pension plan

A company-paid holiday closure in December – our gift to you!

A 35-hour work week

Compressed and telework programs

Free onsite parking - any day, any time

Free virtual Mobility and Strength & Conditioning, Zumba and Yoga classes

Visit our Careers page to discover what sets us apart and how we cultivate an environment where employees thrive.

AI-based tools from third-party platforms may be used to support application screening and candidate matching. Human recruiters review all applications and make final hiring decisions.

Accommodations can be provided at all stages of the hiring process; we ask applicants to make their needs known in advance.

Please note that only those invited for an interview will be contacted.