Bilingual Customer Service Supervisor - Hybrid

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 Green Shield was born as a non-profit with a mission to support better health for all Canadians.

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

Base Salary: CAD $72,521.

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…