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Bilingual Lead, Customer Care Team Development and Engagement


This is a Contract position in Vaughan, ON posted December 4, 2022.

McKesson requires new employees to be fully vaccinated for COVID-19 as defined by Health Canada, subject to applicable, verified accommodation requests.

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare.

At McKesson Canada, we touch the lives of 12 million Canadians every day.

We carry more than 35,000 products in 12 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada.

But we’re so much more than a distribution company.

We’ve automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions.

Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

At McKesson Canada, you’ll help us carry out our mission to improve lives and advance healthcare.

Working here is your opportunity to shape an industry that’s vital to us all.

The Bilingual Lead, Customer Care Team Development & Engagement is responsible for creating, directing, and reviewing the development of all team members’ learning, knowledge, and quality related matters for National Customer Care.

The role will oversee the framework for onboarding new team members, content of a knowledge base and development, implementing and coordinating and engagement and communication program for all customer care team members.

The role works with key stakeholders and leadership to collaboratively address strategic challenges & opportunities within the team with the goal of improving the teams experience and ensuring all team members are developing and meeting the on-going needs of the customers and business.

The Lead is also responsible for assisting and developing initiative to drive team engagement measured through Employee Opinion Surveys (EOS).

Responsibilities: Develop/ Maintain onboarding material for all Customer Care roles Onboard and Support new Customer Care representatives nationally Translate the business needs of customers and the sales/account management teams into the on-going coaching programs for the team members Collaborate with Supervisors, Managers and Leadership to identify learning/coaching needs for agents and or teams.

Support the facilitation of sessions for new initiatives or programs within the Customer Care team Develop and execute new approaches for continuous improvements for efficiency and effectiveness of tasks performed in the team Support the roll out of any change initiatives Maintain knowledge base to ensure all roles have relevant information available and easily accessible Develop Engagement programs based on the departments feedback and need Requirement: Relevant education Bilingual is an asset (English and French) 2 years training and onboarding experience in previous role 1-2 years in a Customer Care/ Service Microsoft Excel and PowerPoint proficiency and Sales Force an asset Ability to navigate through change A service excellence orientation and desire to teach and inform others.

Ability to tap on experience, insights, and collaboration to solve complex problems that touch multiple disciplines Excellent verbal and written communication skills Excellent organization and time management skills.

Excellent interpersonal skills.

Team player.

Exceptional communication and presentation skills, both written and verbal.

Proven ability to multi-task and ability to adapt quickly in a fast-paced environment.

Demonstrated leadership.

Excellent partnering skills.

Ability to collaborate with various levels of management and employees.


Solid experience working with management.

Attention to detail, while maintaining a strong sense of summary and ability to synthesize.

Career Level – IC – Professional – P2 Worker Type Regular McKesson is an Equal Opportunity employer.

The material contained herein is provided for informational purpose only.

All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements.

The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions.

This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links.

While McKesson attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.

McKesson is an equal opportunity employer and values diversity in its workforce.

We encourage applications from all qualified individuals and will accommodate applicants’ needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.

Current employees must apply through internal career site.

Join us at McKesson