Customer Service Operations Supervisor- Hybrid

WHO WE ARE
When it comes to health were always looking for ways to push for better. Its why we were founded in the first 1957 our founder pharmacist William Wilkinson witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughters prescription. He knew there had to be a better way. So he introduced North Americas first prepaid drug plan and GreenShield was born as a non-profit with a mission to support better health for all Canadians.

We arent just a health and benefits company. Were the only non-profit social enterprise that brings worlds of coverage and care together all in one place.
Were 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

Base Salary: CAD $72521.00 - 109341.00

THE ROLE IN A NUTSHELL

Reporting to the Manager Contact centre. As the Supervisor Customer Service Operations youll play a pivotal role in shaping both the employee and member experience within our Contact Centre.

Youll lead two key operational functions. First youll oversee our Customer Experience Management team ensuring complex member concerns are resolved with care consistency and accountability while transforming member feedback into meaningful operational insights. Through Voice of Customer (VOC) reporting trend analysis and collaboration across the business youll help identify opportunities to improve our processes and overall member experience.

Equally important Youll be the operational owner of the new hire experience ensuring every team involved in onboarding is aligned and every new employee is positioned for success. While partnering closely with Workforce Planning Recruitment Learning & Development IT and Contact Centre leadership youll ensure every stage is aligned key milestones are met and new hires have the tools access support and resources they need to be successful.

During the new hire nesting period youll directly lead and develop new hires by coordinating mentors coaching performance monitoring operational readiness driving engagement and facilitating regular touchpoints. Youll work closely with the Contact Centre Manager to determine when employees are ready to successfully transition into frontline operations.

WHAT WE ARE LOOKING FOR

• Previous leadership experience within a contact centre environment.
• Demonstrated success leading coaching and developing employees.
• Excellent organizational and project coordination abilities.
• Experience managing multiple priorities while maintaining exceptional attention to detail.
• Strong analytical problem-solving and decision-making skills.
• Experience interpreting operational data and identifying trends.
• Advanced Microsoft Excel skills and experience using reporting tools.
• Excellent written verbal presentation and facilitation skills.
• Experience creating job aids training materials or process documentation.
• Ability to build collaborative relationships and influence stakeholders across multiple business areas.

• A passion for continuous improvement and delivering exceptional employee and member experiences.

NICE TO HAVE

• Experience with Power BI or other business intelligence and reporting tools.
• Experience leading onboarding training or employee development programs.
• Lean or Continuous Improvement experience.
• Bilingual (English/French).

THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyones voice is heard and valued. Because thats what it takes to create better health for all. We dare to challenge the status quo. And were driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. Thats 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 isnt just about personal achievements its about making adifference together.

Heres 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 doesnt 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 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).

AI Usage - GreenShield leverages AI to help produce Job Descriptions and ideate on interview questions. We also leverage AI for interview transcription support.

Required Experience:

Manager