Bilingual Supervisor, Group Benefits Contact Centre

Manulife Financial; Waterloo; Hybrid; CAD 57,000 - 97,000; Full time

Job summary

A leading financial services provider in the Region of Waterloo is looking for a Bilingual Supervisor for their Contact Centre. This role focuses on leading and mentoring a customer-oriented team while handling operational responsibilities. Candidates should have strong leadership skills, be bilingual in French and English, and possess experience in a fast-paced customer service environment. The position offers a hybrid work schedule, ensuring flexibility while maintaining operational standards.

Benefits

Customizable health benefits

Retirement savings plans

Generous paid time off program

Qualifications

• Over three years of proven leadership experience or equivalent.
• Bilingual proficiency in French and English required.
• Proven experience in a fast-paced customer service environment.

Responsibilities

• Guide, coach, and mentor team members for their professional development.
• Coordinate daily operations of the group benefits contact center.
• Analyze metrics, provide feedback, and implement solutions.

Skills

Leadership experience

Bilingual proficiency in French and English

Interpersonal and communication skills

Analytical skills

Problem-solving skills

Tools

Microsoft Office (Excel, PowerPoint, Word)

Job description

The Bilingual Supervisor for the Contact Centre plays a crucial role in encouraging a high-performing, customer-focused team. This position involves guiding, coaching, and mentoring team members to ensure their professional development and engagement. Reporting directly to the Manager, the Supervisor is responsible for handling the daily operations of the team, ensuring service levels are met, and maintaining departmental standards through effective performance management. At the heart of our mission is a dedication to outstanding customer service. This role offers a hybrid work schedule, with in-office days on Tuesday, Wednesday, and Thursday each week.

Position Responsibilities

• Prioritize employee well-being while driving key performance outcomes for the business.
• Coordinate daily operations of the group benefits contact center, coordinating efforts across all locations.
• Handle, mentor, and develop team members to ensure service quality and efficiency, including regular mentor sessions and team meetings.
• Support employee engagement activities and contribute to the hiring process to ensure team compatibility.
• Analyze metrics and provide feedback for audits, implementing solutions and service recovery measures.
• Address escalated inquiries, collaborate with internal collaborators, and lead or assist in initiatives and projects.

Required Qualifications

• Over three years of proven leadership experience or an equivalent background.
• Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers or employees outside of Quebec.
• Proven experience working in a fast-paced customer service environment.
• Strong interpersonal, communication (verbal and written), analytical, and problem-solving skills.

Preferred Qualifications

• Strong understanding of Group Benefits health and dental insurance will be considered an asset.
• Expertise in Microsoft Office (Excel, PowerPoint, Word) and business system applications.
• Capable of making informed and timely decisions, advising and influencing others, leading staff and customer relationships, and prioritizing work in a fast-paced environment.
• Willingness to support the contact center’s operational hours (8am-8pm EST) with 1-2 evening shifts per month.

When you join our team

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

關於宏利和恒康

宏利金融公司是一家業界領先的國際金融服務商，致力於幫助人們實現「輕鬆投資理財，樂享豐盛人生」。若要進一步了解我們，請瀏覽 https://www.manulifeim.com/institutional/tw/en。

宏利是平等機會僱主

在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 [e-mail]。

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

混合式

Salary range is expected to be between

$57,675.00 CAD - $96,125.00 CAD

If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.