Sr. Mgr, National Cancer Information Helpline

September 18 2021
Industries Healthcare, social assistance
Categories Administration, Management, Call Center manager, Customer Service, Call Centres, Health, Medical, Population Health
Montreal, QC


We are the only national charity that supports Canadians with all cancers in communities across the country—no other organization does what we do. As the voice for Canadians who care about cancer, we fund groundbreaking research, provide trusted information about cancer, offer a support system to help people with cancer and their families cope, and shape health policies to prevent cancer and support those living with the disease.

With the help of hundreds of thousands of people that the Canadian Cancer Society (CCS) brings together, we are a force-for-life in the face of cancer. Join us and you can work with passionate and committed individuals from coast to coast who are working to improve the cancer experience by helping people live longer and enhancing their quality of life.

To learn more about us, visit


Reporting to the Director, Support Programs the Senior manager will be a People leader for helpline managers,Senior Coordinator, Quality Assurance and a senior leader for English (CIH) and French (LIC) helpline agents.


People leader / direct supervision of staff

  • In partnership with the Director, Support Programs develop the priorities and goals for the National Cancer Helpline service in alignment with the Departmental, Mission and Organizational goals.
  • Set and monitor team and individual goals; review regularly on team and individual basis; provide coaching and feedback; conduct annual performance reviews
  • Set regular meetings with direct reports to monitor program progress and operational challenges and opportunities; identifies solutions and directs their implementation
  • Supervises the people leaders of the helpline agents; sets and communicates team goals that align with organizational priorities; monitors health and wellness of helpline teams; provides coaching and direction as appropriate
  • Liaise with Director, Support Programs, to address HR needs or changes (e.g., new recruitment, performance management) as required
  • Provide coaching, oversight and support to the management of all CIH team members
  • Drives integration of the FR/ENG teams ensuring streamlined goals, operational standards and program operations that respect the uniqueness of the QC environment.

Strategic development of Cancer Information Helplines

  • Primary contact for CCS mission and business areas that intersect with National Cancer Information Helpline; provides information as requested; directs implementation of opportunities or activities as requested (e.g., Strategic Initiative client surveys); provides input to internal activities that advance awareness or funding opportunities (e.g., promotional campaigns; new funding opportunities or stewardship reports)
  • Champions the development, implementation and evaluation of referral pathways with partner organizations (hospitals, cancer care system, cancer charities)
  • Responsible for developing and holding key stakeholder relationships nationally in both FR and ENG to build recognition and opportunity for the Canadian Cancer Society support system
  • Represent CCS and CIH/LIC program to internal and external stakeholders (e.g., present at conferences, sit on external committees)
  • Manages risks, addresses complaints, designs and supports the implementation of quality improvement projects across Cancer Information Helpline service delivery

Oversee quality assurance of service delivery

  • Work with direct reports to ensure all protocols and systems are in place and working to measure program and individual staff performance
  • Regularly monitor program performance reports; provide regular briefings to Director, Support Programs; identify areas of quality and/or operational improvement; identify solutions and provides oversight to their implementation; identify new reporting needs and work with Senior Coordinator, QA, to produce them
  • Regularly monitor client feedback reports; identify improvements and directs their implementation across the national team
  • Identify, assess and mitigate risks to the organization
  • Oversee team and individual professional development opportunities; seeks and directs implementation of training opportunities to advance skills and knowledge of helpline teams to meet identified cancer system priorities
  • Receive and triage operational or client service escalations; oversee solutions as appropriate


  • University degree in a relevant discipline and Preferably a background in an accredited health care related discipline or equivalent knowledge based on experience and tenure.
  • More than 5 years, extensive job-related experience in progressively more senior positions
  • Supervision of a large staff team
  • Experience leading and implementing quality improvement initiatives
  • Expert knowledge of psychosocial oncology and the operations/outcomes of cancer support and information services
  • Understanding of data management and reporting processes
  • Clear communicator (written and oral) and bilingual proficiency
  • Relationship management with a variety of key stakeholders (internal and external)
  • People leadership (direct reports and leadership of helpline teams managed by direct reports); understanding of individual and team roles/responsibilities; understanding of commonalities and uniquenesses of English and French teams and working environments
  • Operational understanding of helpline programs
  • Clear communicator for internal interactions with helpline staff and other CCS departments and for external relationships that advance the work and impact of the helplines
  • Expert knowledge of the cancer care system, including a detailed understanding of how and where the unique Cancer Information Helpline service can help to improve the cancer experience.
  • Contribution to annual budget setting led by VP, National Support Programs and regular (no less than quarterly) review of budget variances


Working from home at least until January 2022 and then a choice of working out of the Montreal office or home is an option (to be discussed with Director). Must be available for meetings in Montreal.

Occasional requirements to work outside of regular office hours.

Some travel will be required.

CCS offers meaningful opportunities to help make a difference in the lives of Canadians with cancer and their families. We are committed to fostering a culture that is inspiring, supportive and exemplifies our core values:


In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary, excellent benefits and the opportunity to have a rewarding employment experience where your contributions can make a true difference every day.


Qualified candidates are invited to submit their resume, cover letter and salary expectations.

CCS is committed to employment equity and encourages applications from all qualified candidates. CCS will make available reasonable accommodations for people with disabilities upon request.

We thank all candidates for their interest and advise that only those selected for an interview will be contacted.

Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles, employees are not permitted to smoke in or about CCS premises or while carrying out CCS business



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