When it comes to health, we’re always looking for ways to push for better. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a non‑profit with a mission to support better health for all Canadians. 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 $72,521.00 - 109,341.00 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. This position is being hired to support our 12:30 PM to 8:30 PM shift, Monday to Friday.

While schedules may evolve based on business needs, candidates should expect to work this shift as their primary schedule. 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. Effective leadership through cultural and performance transformation in both unionized and non-union environments.

High Emotional

Intelligence – Demonstrates solid self-awareness and balances confidence with approachability.

Employee

Advocate – Serves as a trusted source of truth and support for employees. 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. ~ Bilingual French/English required for designated roles. 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. 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.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. 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.

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. #

📌 BILINGUAL CUSTOMER SERVICE SUPERVISOR EVENINGS - HYBRID (Windsor)
🏢 Green Shield Canada (GSC)
📍 Windsor