SUPERVISOR CONTACT CENTER -HYBRID

Green Shield Canada (GSC); Windsor; On-site; CAD 73,000 - 109,000; Full time

Job summary

Green Shield Canada (GSC) in Windsor, Ontario, is seeking a CCS Manager to lead the ContactCentre Services team, driving service quality and efficiency.

The role requires at least five years of management experience, strong leadership, and expertise in customer service technologies. You will recruit, coach, and develop staff, manage budgets, and ensure service levels align with our mission of Better Health for All.

Qualifications

• University degree or college diploma.
• Minimum of 5 years of management/supervisory experience.
• Experience in customer service / contact centre operations.

Responsibilities

• Lead the CCS Management Team to improve customer service delivery.
• Oversee CCS staff development, recruitment, training, and safety.
• Manage budgets and drive productivity while meeting service levels.
• Collaborate with leadership to implement process improvements.

Skills

Leadership

Customer service

Communication

Analytical

Education

University Degree or College Diploma

Tools

Microsoft Office

Telephony technology

Job description

WHO WE ARE

GreenShield is a proudly Canadian, national non-profit health care and insurance organization, driven by our mission of Better Health for All. We believe health care is a right, not a privilege, and we are committed to improving health outcomes, advancing health equity, and building a future where every Canadian can reach their full health and well-being potential.

Through our unique integrated payer-provider (\"payvider\") model, we offer insurance, administer benefits, and pay claims as a 'payer' while offering health care services such as mental health, pharmacy, telemedicine, and chronic disease management as a 'provider'. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through GreenShieldCares, we positively impacted the health and well-being of over one million Canadians between 2020 and 2025. What's driving us now is the commitment to measurably impact an additional three million Canadians by 2030 - across mental health, essential medicines, and chronic disease management - through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All.

At GreenShield, our culture is where purpose meets passion and performance. Our teams work as one to deliver meaningful, measurable impact for the people and communities we serve.

THEROLE IN A NUTSHELL

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

• Serve as part of the ContactCentre Services (CCS) Management Team working to improve the delivery of the Customer
• Experience and take Green Shield 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 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 Green Shield employees to address and resolve customer issues and inquiries.
• Coordinate shift workflow by adhering to the collective bargaining agreement and 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 Green Shield Canada's Mission and Values, as well as our GSC 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 or College Diploma.
• Minimum of 5 years of management/supervisory experience.
• Experience in, and a strong working knowledge of customer service /contact centre operations including a solid understanding of telephony technology.
• Demonstrated understanding and/or experience of the health benefits industry.
• Strong leadership and teambuilding skills.
• Exhibits the competencies associated with the GSC Behaviours.
• 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 the engaged member of the team.

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 a difference together.
Here's to Better Health for All!

AFEW 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