Bilingual CS Supervisor - Lead, Coach, Elevate Service

Green Shield Canada (GSC); Windsor; On-site; CAD 72,521 - 109,341; Full time

Job summary

GreenShield is seeking a Customer Service Supervisor to lead our Windsor Contact Centre, overseeing a team of ~15 representatives and driving performance on a 12:30 PM–8:30 PM shift.Reporting to the Manager, Contact Centre, this role focuses on coaching, engagement, and transformation.

Ideal candidates will have 3–5+ years in leadership within high-volume customer service, strong performance-management skills, and union experience. Bilingual French/English is required for designated roles.

Qualifications

• 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.
• Bilingual French/English required for designated roles.

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 and non-unionized environments.
• Conduct regular coaching sessions, performance reviews, and difficult conversations, including corrective action where required.
• Apply collective agreements, policies, and procedures consistently with HR and leadership.
• Support workforce planning and shift coverage, including flexibility across extended hours, weekends, and health line coverage.
• Identify operational risks, employee relations concerns, and early indicators of disengagement or union activity, escalating as 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.

Skills

People leadership

Coaching

Performance management

Union experience

Bilingual French/English

Education

Post-secondary education preferred

Job description

GreenShield is seeking a Customer Service Supervisor to lead our Windsor Contact Centre, overseeing a team of ~15 representatives and driving performance on a 12:30 PM–8:30 PM shift.Reporting to the Manager, Contact Centre, this role focuses on coaching, engagement, and transformation.

Ideal candidates will have 3–5+ years in leadership within high-volume customer service, strong performance-management skills, and union experience. Bilingual French/English is required for designated roles.