CUSTOMER SERVICE OPERATIONS SUPERVISOR- HYBRID

Green Shield Canada•Montreal, QC

4d•CA$72,521 - CA$109,341•Hybrid

About The Position

Reporting to the Manager, Contact centre. As the Supervisor, Customer Service Operations, you'll play a pivotal role in shaping both the employee and member experience within our Contact Centre. You'll lead two key operational functions. First, you'll oversee our Customer Experience Management team, ensuring complex member concerns are resolved with care, consistency, and accountability while transforming member feedback into meaningful operational insights. Through Voice of Customer (VOC) reporting, trend analysis, and collaboration across the business, you'll help identify opportunities to improve our processes, and overall member experience. Equally important, You'll be the operational owner of the new hire experience, ensuring every team involved in onboarding is aligned and every new employee is positioned for success. While partnering closely with Workforce Planning, Recruitment, Learning & Development, IT, and Contact Centre leadership, you'll ensure every stage is aligned, key milestones are met, and new hires have the tools, access, support, and resources they need to be successful. During the new hire nesting period, you'll directly lead and develop new hires by coordinating mentors, coaching performance, monitoring operational readiness, driving engagement, and facilitating regular touchpoints. You'll work closely with the Contact Centre Manager to determine when employees are ready to successfully transition into frontline operations.

Requirements

Previous leadership experience within a contact centre environment.
Demonstrated success leading, coaching, and developing employees.
Excellent organizational and project coordination abilities.
Experience managing multiple priorities while maintaining exceptional attention to detail.
Strong analytical, problem-solving, and decision-making skills.
Experience interpreting operational data and identifying trends.
Advanced Microsoft Excel skills and experience using reporting tools.
Excellent written, verbal, presentation, and facilitation skills.
Experience creating job aids, training materials, or process documentation.
Ability to build collaborative relationships and influence stakeholders across multiple business areas.
A passion for continuous improvement and delivering exceptional employee and member experiences.
Proficiency in English is required.

Nice To Haves

Experience with Power BI or other business intelligence and reporting tools.
Experience leading onboarding, training, or employee development programs.
Lean or Continuous Improvement experience.
Bilingual (English/French).

Responsibilities

Oversee the Customer Experience Management team, ensuring complex member concerns are resolved with care, consistency, and accountability.
Transform member feedback into meaningful operational insights through Voice of Customer (VOC) reporting and trend analysis.
Identify opportunities to improve processes and overall member experience through collaboration across the business.
Act as the operational owner of the new hire experience, ensuring alignment among onboarding teams and positioning new employees for success.
Partner with Workforce Planning, Recruitment, Learning & Development, IT, and Contact Centre leadership to ensure alignment in the onboarding process.
Ensure new hires have the necessary tools, access, support, and resources for success.
Directly lead and develop new hires during the nesting period by coordinating mentors, coaching performance, monitoring operational readiness, driving engagement, and facilitating regular touchpoints.
Determine when employees are ready to transition into frontline operations in collaboration with the Contact Centre Manager.