Service Coordination Team Lead - [internal candidates only]

The Service Coordination Team Lead oversees day-to-day service coordination activities to ensure timely scheduling, dispatch, communication, and documentation across service operations. This role leads a team of service coordinators, drives consistency in process execution, supports customer experience, and partners closely with branch and operations leadership to deliver safe, high-quality service outcomes. Additionally, this role works with the management team to develop and enhance processes and procedures. 

Key Responsibilities

• Lead daily service coordination: Assign and sequence work, confirm parts/tools of readiness, and coordinate schedules to meet service level targets. 

• Dispatch & scheduling oversight: Optimize technician schedules, route planning, and appointment windows; resolve conflicts and last-minute changes. 

• Customer communication: Ensure customers receive clear updates on appointment timing, access requirements, delays, and completion status; manage escalations as needed. 

• Communication with funding sources: Coordinate with funding agencies by sending quotes for approval and maintaining clear, timely communication regarding service needs and documentation requirements. Ensure all necessary information is provided to facilitate funding decisions and approvals. 

• Team leadership: Provide coaching, training, and performance support to service coordinators; set daily priorities and monitor workload distribution. 

• Process & quality control: Ensure work orders are created, updated, and closed accurately; confirm notes, times, parts usage, and  documentation are complete. 

• Cross-functional coordination: Partner with Warehouse & Fulfilment to align parts availability and delivery 

• Operational reporting: Track and report key metrics  

• Continuous improvement: Identify bottlenecks and recommend improvements to workflows, templates, scripts, and system usage; support change management and standardization. 

• Coverage & continuity: Provide backup coordination as needed. 

Required Qualifications

• 3+ years in service coordination/dispatch/scheduling (or similar operations/customer service role). 

• Experience coaching/leading a coordination or administrative team. 

• Strong scheduling and customer communication skills; able to manage escalations and make sound decisions. 

• Proficient with dispatch/service management systems (System 5, Jobber)  and Microsoft 365 (Excel, Outlook, Teams). 

• High school diploma or equivalent required; post-secondary education is an asset. 

We encourage everybody to apply even if they don’t meet all the qualifications. MHHC values diverse backgrounds and perspectives.

What we offer:

At MHHC, we are proud to provide our employees with the following competitive benefits and rewards package. We offer:

• Fair and attractive compensation which can differ depending on skills and experience. 


• Eligibility to the company's bonus plan


• Comprehensive benefits package


• Generous vacation package


• RRSP/DPSP match program


• Tenure recognition through our Anniversary Rewards Program
  


• Monday - Friday working hours


• Location based on needs

Macdonald's Home Health Care is proud to be an equal opportunity employer. We are dedicated to making life accessible for everyone, and that commitment extends to ensuring our workplaces are inclusive and accessible. If you require support or adjustments at any stage of your application, please contact us at [email protected]  — we’re here to help.