BILINGUAL CUSTOMER SERVICE SUPERVISOR - HYBRID

Green Shield Canada (GSC); Montreal; Vor Ort; CAD 73.000 - 109.000; Vollzeit

Zusammenfassung

GreenShield is seeking a Customer Service Supervisor to lead a ~15-person team in the Montreal contact centre, driving performance, coaching, and engagement across both unionized and non-union environments. The role reports to the Manager, Contact Centre and is part of a major cultural and operational transformation.

You will coach, review performance, and ensure adherence to collective agreements while partnering with HR and leadership to optimize service levels and employee relations.

Qualifikationen

• 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.
• Knowledge of English is required for this position to communicate with English-speaking clients and colleagues.

Aufgaben

• Lead, coach, and performance-manage a team of Customer Service Representatives to meet or exceed service, quality, and productivity standards.
• Drive a culture of accountability, fairness, and continuous improvement in 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 extended hours, weekends, and health line coverage (8–11 shifts).
• Identify operational risks and employee relations concerns, escalating as needed.
• Lead teams through ongoing operational, technology, and process changes while maintaining engagement and service excellence.
• Partner with Contact Centre leadership to deliver on service level objectives and enhance customer experience.

Kenntnisse

People leadership

Coaching

Performance management

Employee development

Bilingual French/English

Ausbildung

Post-secondary education

Jobbeschreibung

WHO WE ARE

When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a non-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only non-profit social enterprise that brings worlds of coverage and care together, all in one place.
We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.
Our mission is to create better health for all Canadians, and we know that starts with our employees.

THE ROLE IN A NUTSHELL

Base Salary: CAD $72,521.00 - 109,341.00

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.

Key Leadership Traits

• 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.

Knowledgeof English is required for this position because the incumbent must communicatein real time with English speaking clients as well as English speakingcolleagues in other parts of the country on a daily basis.

THE CULTURE

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 adifference together.

Here’s to Better Health for All!

A FEW MORE DETAILS

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.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. 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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