At Medigas, the healthcare division of Linde Canada, Inc., you’ll join talented and diverse people throughout Canada, all working hard to make a difference in our client’s lives and make our organization successful. You will work to support, develop and implement challenging and meaningful client-focused programs and you will be trusted to take on responsibility early in your career. Our employees’ contributions are valuable to our company, our clients, our communities and our shareholders.

Since the late 1960s, Medigas has been a leader in serving the Canadian healthcare market with the provision of home oxygen therapy, respiratory services, medical gases and related medical equipment. Everything we do is born out of our commitment to help people live better lives and to support the medical professionals who make it all possible.

For more information about the company and its products and services, please visit www.linde.com

At Medigas, every day is an opportunity: an opportunity to learn, to grow, to share success and to contribute to one of the world’s leading industrial gas and engineering companies. Seize the opportunity: take your next step with us and join our team.

Call Centre eCommerce Manager (Full Time) - Any major Linde location in Canada

Primary Purpose

The Call Centre e-Commerce Manager is responsible to lead the day-to-day operations for the Sleep Re-Supply Call Centre. Critical activities include call volume efficiency, performance management and leadership in customer experience and safety excellence. This manager will provide short- and long-term forecasting, monitoring, and reporting on Key Performance Indicators for Call Centre.

Key Accountabilities

People Development

Maintain an environment that encourages employee growth and establishes a positive work environmentCoordinate all human resource activities related to the employee life cycle, including but not limited to recruiting, hiring, training, employee retention and terminationEffectively communicate the business expectation goals to call center agents Accountable to ensure correct and thorough completion of all assigned tasks necessary to job function and performance.Track employee absenteeism and vacations, establish on call schedule, and submit payroll timecards as required.Complete the employee performance management process in accordance with HR policy and guidance; when appropriate, establish employee development plans.

Customer Care Excellence

Maintain a “Customers First” approach to customer careEnsure professional selling skills are used to identify customer needs and promote products that would best meet those needsEnsure call centre and e-Commerce consistency in the delivery of customer care

Call Centre Performance

Manage and improve call volume and efficiency and overall Call Centre metricsRealtime management of call queue and agent schedulingGenerate daily productivity and performance reports for business leadersCollect data, analyze and implement changes for Call Centre performance improvementPlanning, management and analyzing of Outbound Dialer Campaigns for effectiveness and adjust/improve as requiredAssume PL responsibility for call centreMonitor cost drivers and establish efficiencies to optimally manage operational spendManage productivity initiatives including planning and implementation of digital and automation tools on an ongoing basis

e-Commerce Performance

Management of e-Commerce staff to ensure efficiency Address customer service issuesAnalyze sales data to understand trendsGenerate daily productivity and performance reports for business leadersCollect data, analyze and implement changes for e-Commerce performance improvementAssume PL responsibility for e-CommerceMonitor cost drivers and establish efficiencies to optimally manage operational spend

Safety

Emulate behaviours that support a total safety cultureEnsure all operational and regulatory policies and procedures are followedMonitor completion of courses as identified in the Training Matrix for each employeeDocument all safety incidents in accordance with corporate policy

At Medigas, the healthcare division of Linde Canada, Inc., you’ll join talented and diverse people throughout Canada, all working hard to make a difference in our client’s lives and make our organization successful. You will work to support, develop and implement challenging and meaningful client-focused programs and you will be trusted to take on responsibility early in your career. Our employees’ contributions are valuable to our company, our clients, our communities and our shareholders.

Since the late 1960s, Medigas has been a leader in serving the Canadian healthcare market with the provision of home oxygen therapy, respiratory services, medical gases and related medical equipment. Everything we do is born out of our commitment to help people live better lives and to support the medical professionals who make it all possible.

For more information about the company and its products and services, please visit www.linde.com

At Medigas, every day is an opportunity: an opportunity to learn, to grow, to share success and to contribute to one of the world’s leading industrial gas and engineering companies. Seize the opportunity: take your next step with us and join our team.

Call Centre eCommerce Manager (Full Time) - Any major Linde location in Canada

Primary Purpose

The Call Centre e-Commerce Manager is responsible to lead the day-to-day operations for the Sleep Re-Supply Call Centre. Critical activities include call volume efficiency, performance management and leadership in customer experience and safety excellence. This manager will provide short- and long-term forecasting, monitoring, and reporting on Key Performance Indicators for Call Centre.

Key Accountabilities

People Development

Maintain an environment that encourages employee growth and establishes a positive work environmentCoordinate all human resource activities related to the employee life cycle, including but not limited to recruiting, hiring, training, employee retention and terminationEffectively communicate the business expectation goals to call center agents Accountable to ensure correct and thorough completion of all assigned tasks necessary to job function and performance.Track employee absenteeism and vacations, establish on call schedule, and submit payroll timecards as required.Complete the employee performance management process in accordance with HR policy and guidance; when appropriate, establish employee development plans.

Customer Care Excellence

Maintain a “Customers First” approach to customer careEnsure professional selling skills are used to identify customer needs and promote products that would best meet those needsEnsure call centre and e-Commerce consistency in the delivery of customer care

Call Centre Performance

Manage and improve call volume and efficiency and overall Call Centre metricsRealtime management of call queue and agent schedulingGenerate daily productivity and performance reports for business leadersCollect data, analyze and implement changes for Call Centre performance improvementPlanning, management and analyzing of Outbound Dialer Campaigns for effectiveness and adjust/improve as requiredAssume PL responsibility for call centreMonitor cost drivers and establish efficiencies to optimally manage operational spendManage productivity initiatives including planning and implementation of digital and automation tools on an ongoing basis

e-Commerce Performance

Management of e-Commerce staff to ensure efficiency Address customer service issuesAnalyze sales data to understand trendsGenerate daily productivity and performance reports for business leadersCollect data, analyze and implement changes for e-Commerce performance improvementAssume PL responsibility for e-CommerceMonitor cost drivers and establish efficiencies to optimally manage operational spend

Safety

Emulate behaviours that support a total safety cultureEnsure all operational and regulatory policies and procedures are followedMonitor completion of courses as identified in the Training Matrix for each employeeDocument all safety incidents in accordance with corporate policy

Required Qualifications

Education

Must have post-secondary educationDegree in Business Management or related field, preferred3-5 years experience in retail sleep salesWorking knowledge of leading call centresSuccessfully completed Leadership training

Experience

Minimum of 5 years Medigas experience or equivalent preferredPrevious supervisory experience, preferredStore lead experience, preferred

Knowledge / Skills / Abilities

Leadership and team building skillsHighly effective written and verbal communication skills and organizational agility Conflict resolution and decision making abilitiesRequires an action-oriented individual that can drive and oversee Call Centre growth projects

Linde has an extensive background check process which may include but is not limited to, a criminal background review, reference checks, and employment verification.

Linde Canada Inc. is committed to providing accommodations for people with disabilities. Applicants requiring accommodation during the recruitment and selection process are encouraged to make their needs known in advance if accommodation is required. We will work with you to meet your needs.

We are committed to employment equity for women, aboriginal people, visible minorities, and persons with disabilities. Interested candidates from these groups are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Required Qualifications

Education

Must have post-secondary educationDegree in Business Management or related field, preferred3-5 years experience in retail sleep salesWorking knowledge of leading call centresSuccessfully completed Leadership training

Experience

Minimum of 5 years Medigas experience or equivalent preferredPrevious supervisory experience, preferredStore lead experience, preferred

Knowledge / Skills / Abilities

Leadership and team building skillsHighly effective written and verbal communication skills and organizational agility Conflict resolution and decision making abilitiesRequires an action-oriented individual that can drive and oversee Call Centre growth projects

Linde has an extensive background check process which may include but is not limited to, a criminal background review, reference checks, and employment verification.

Linde Canada Inc. is committed to providing accommodations for people with disabilities. Applicants requiring accommodation during the recruitment and selection process are encouraged to make their needs known in advance if accommodation is required. We will work with you to meet your needs.

We are committed to employment equity for women, aboriginal people, visible minorities, and persons with disabilities. Interested candidates from these groups are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.