Supervisor Contact Center -Hybrid

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 GreenShield
Cares, 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.

THE ROLE IN A NUTSHELL

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

• Serve as part of the Contact

Centre 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 team

building skills.

• Exhibits the competencies

associated with the GSC Behaviors.

• 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 an engaged member of the team.

THE CULTUREWe 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!

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 doesn’t 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 requestforaccommodation@greenshield.ca. 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.