Bilingual Customer Service Supervisor

GreenShield; Windsor; On-site; CAD 60,000 - 80,000; Full time

Job summary

GreenShield is seeking a Customer Service Supervisor to lead a team of about 15 Customer Service Representatives in the Windsor contact centre, guiding daily operations and driving performance, coaching excellence, and employee engagement from day one.

You will apply collective agreements, coach through reviews, and partner with HR to navigate unionized and non-union environments, while managing shift coverage and delivering service excellence.

Qualifications

• 3–5+ years of people leadership experience in a high-volume customer service or contact centre.
• Experience with performance management, coaching, and employee development.
• Unionized environment experience 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 (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.

Skills

People leadership

Coaching

Performance management

Employee development

Bilingual French/English

Emotional intelligence

Active listening

Conflict resolution

Education

Post-secondary education

Job description

Role Overview

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.

Key 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.

What Success Looks Like

• Consistent achievement of individual and team performance targets through effective coaching and accountability.
• High levels of employee engagement and trust, with the supervisor viewed as a fair, credible, and approachable leader.
• Effective leadership through cultural and performance transformation in both unionized and non-union environments.
• High Emotional Intelligence – Demonstrates strong self-awareness and balances confidence with approachability.
• Active Listening – Understands both spoken and unspoken concerns; reads between the lines.
• Employee Advocate – Serves as a trusted source of truth and support for employees.
• Strong Sense of Fairness and Consistency – Applies standards equitably, critical within a unionized environment.
• Relationship Builder – Builds strong relationships without over-promising or over-accommodating.
• Comfort with Conflict Resolution – Confidently manages difficult conversations and professional tension.
• Change Leadership – Leads effectively through rapid operational and technology changes, while advocating appropriately for the team.

WHO WE'RE LOOKING FOR

Qualifications & Experience

• 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.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all.

Please let us know of any accommodation through [e-mail]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

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