Superviseur(e), centre de service à la clientèle, bilingue

Green Shield Canada (GSC); Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading not-for-profit health and benefits company is seeking a Contact Centre Manager to enhance customer experience and team performance. This role involves managing a team, ensuring high service levels, and implementing process improvements. The ideal candidate will have extensive management experience, be bilingual, and possess strong leadership skills in a contact centre environment.

Qualifications

• Minimum of 5 years of management/supervisory experience in a contact centre environment.
• Bilingual – Proficiency in French and English.
• Strong working knowledge of customer service/contact centre operations.

Responsibilities

• Oversee CCS employees to ensure teamwork and efficiency.
• Ensure ongoing development of the CCS team through recruitment and training.
• Identify and implement process improvements and efficiencies.

Skills

Leadership

Analytical skills

Problem solving

Interpersonal skills

Education

University Degree, CEGEP, or College Diploma

Tools

Microsoft Office

Job description

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 not-for-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only not-for-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

• Serve as part of the Contact Centre Services (CCS) Management Team working to improve the delivery of the Customer Experience and take GreenShield Service from ‘Great’ to ‘Even Better’.
• Oversee CCS employees to ensure that employees work as a team and with optimum efficiency while providing extraordinary customer service.
• Ensure the ongoing development of the CCS team through direct involvement in the recruitment, orientation, training, coaching, discipline, and health and safety of employees.
• Coach, develop and supervise the work performance and well-being of employees in a hybrid environment through regular coaching sessions, the performance management process and health and safety reviews.
• Operate within the department’s budget to achieve the objectives and standards of the company and department operating plan.
• Work to ensure that the department meets service level results.
• Understand processes and secure productivity enhancements, improvements, and efficiencies.
• Foster a positive team environment where employees are trained, organized, and motivated to meet and exceed individual service levels, productivity, quality and efficiency objectives.
• Work with employees, members of the Management Team, and other GreenShield employees to address and resolve customer issues and inquiries.
• Coordinate shift workflow by adhering to the company’s policies, procedures, and methods, and by applying performance data and reports.
• Identify and implement process improvements and efficiencies.
• Lead CCS Team members by example, through embracing GreenShield’s Mission and Values, as well as our GreenShield Behaviours.
• Work closely with and serve as an active member of Green Shield Canada’s Management Team.
• Perform other duties as assigned.

WHO WE'RE LOOKING FOR

• University Degree, CEGEP, or College Diploma or equivalent work experience
• Bilingual – Proficiency in French and English
• Minimum of 5 years of management/supervisory experience in a contact centre environment.
• Experience in, and a strong working knowledge of customer service /contact centre operations and technology
• Strong leadership and team building skills.
• Demonstrated ability to lead teams through process improvements and technology changes.
• Excellent analytical, problem solving and decision-making skills.
• Excellent interpersonal skills (both written and verbal).
• Proficiency with Microsoft Office suite of products.
• An eager contributor who strives to be an engaged member of the team.
• Understanding of French language laws in Quebec

NICE TO HAVE

• Experience in the health benefits industry.

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).