BILINGUAL CUSTOMER SERVICE SUPERVISOR - HYBRID
About The Position
The Customer Service Supervisor plays a critical leadership role within the Contact Centre, responsible for driving strong performance, coaching excellence, and employee engagement across a team of approximately 15 Customer Service Representatives. Reporting to the Manager, Contact Centre, this role is central to a period of significant cultural, operational, and performance transformation and requires an experienced leader who can step in and lead effectively from day one. We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded. Where your growth means our growth. Where your voice is heard and valued. Where your work has purpose. And purpose matters. We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together. Here’s to Better Health for All!
Requirements
- Post-secondary education preferred.
- 3–5+ years of people leadership experience in a high-volume customer service or contact centre environment.
- Demonstrated experience with performance management, coaching, and employee development.
- Unionized environment experience strongly preferred.
- Strong understanding of collective agreements and employee relations best practices.
- Bilingual French/English required for designated roles.
- Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.
Responsibilities
- Lead, coach, and performance-manage a team of Customer Service Representatives to consistently meet or exceed service, quality, and productivity standards.
- Drive a culture of accountability, fairness, and continuous improvement within both unionized (Windsor) and non-unionized (Montreal) environments.
- Conduct regular coaching sessions, performance reviews, and difficult conversations, including corrective action where required.
- Apply collective agreements, policies, and procedures consistently while effectively navigating grey areas in partnership with HR and leadership.
- Support workforce planning and shift coverage, including flexibility across extended hours, weekends, and health line coverage (8–11 shifts).
- Identify operational risks, employee relations concerns, and early indicators of disengagement or union activity, escalating appropriately when needed.
- Lead teams through ongoing operational, technology, and process changes while maintaining engagement and service excellence.
- Partner closely with Contact Centre leadership to deliver on service level objectives and enhance the overall customer experience.
Benefits
- Base Salary: CAD $72,521.00 - 109,341.00
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
