Customer Service Supervisor

Altis Recruitment; Montreal (administrative region), Windsor; On-site; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Flexible hybrid work model

Leadership development opportunities

Bonus potential

Job summary

A leading recruitment agency is seeking a Contact Centre Supervisor to lead a team in Montreal and Windsor. This role involves driving performance, supporting change initiatives, and fostering employee engagement in a unionized environment. Candidates should have 3-5 years of experience in people management, particularly in contact centres, and possess strong communication and conflict resolution skills. Join a purpose-driven organization focused on making a social impact while navigating a hybrid work model. Competitive compensation and growth opportunities are offered.

Qualifications

• 3 to 5+ years of experience managing teams of 10 or more.
• Experience in a unionized contact centre environment.
• Strong understanding of coaching and conflict resolution.

Responsibilities

• Lead, coach, and develop a team within a unionized contact centre.
• Drive service level performance and quality outcomes.
• Support recruitment and onboarding processes.
• Navigate collective agreements thoughtfully.
• Champion change management initiatives.
• Identify and implement process improvements.

Skills

People management experience

Performance management

Conflict resolution

High emotional intelligence

Strong communication skills

Education

Post-secondary education in a related field

Job description

Location: Montreal, QC and Windsor, ON, Hybrid, 2 days on-site per week

Language: Strong written and spoken communication skills in English required. Bilingualism in French and English is required for Montreal and considered a strong asset for Windsor.

Background Check Requirement: Criminal record check and clearance eligibility required

About the Opportunity

Our client, a purpose-driven organization in the insurance sector, is undergoing a significant transformation. With major investments in technology, operations, and customer experience, this is an opportunity to join a leadership team at a pivotal moment of change and modernization. As a Contact Centre Supervisor, you will lead a team of approximately 15 frontline employees in a unionized environment. You will play a key role in driving performance, strengthening service delivery, and supporting employees through large-scale operational and technology changes.

What’s in it for You

This is an opportunity to be part of an organization that blends commercial success with social impact. You will gain exposure to enterprise-wide transformation, modernized tools and cloud-based systems, and leadership development in a complex, evolving environment.

You will join a culture that values accountability, collaboration, and continuous improvement, with flexibility built into a hybrid work model and competitive compensation including bonus potential.

Your Responsibilities

• You’ll lead, coach, and develop a team within a unionized contact centre environment, fostering engagement and accountability.
• You’ll drive service level performance, productivity, and quality outcomes, including a shift toward FCR-focused metrics.
• You’ll support recruitment, onboarding, and development, including a high volume of student hiring.
• You’ll navigate collective agreements thoughtfully while balancing operational needs and fairness.
• You’ll champion change management initiatives, guiding employees through new tools, processes, and evolving expectations.
• You’ll identify and implement process improvements to enhance efficiency and customer experience.

Skills and Qualifications

• 3 to 5+ years of people management experience, ideally leading teams of 10 or more
• Experience in a unionized environment, preferably within contact centre or customer service operations
• Strong understanding of performance management, coaching, and conflict resolution
• Demonstrated ability to manage change in fast-paced, high-growth environments
• High emotional intelligence with strong communication and active listening skills
• Post-secondary education in a related field is an asset

Note from the Hiring Manager

“We’re looking for leaders who can handle complexity, build trust with their teams, and confidently drive performance while supporting people through change.”