Bilingual Customer Service Supervisor

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.

• 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.

• 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.
• 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.

• 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.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all.

Please let us know of any accommodation through request for Information received relating to accommodation will be addressed confidentially.

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