Bilingual Customer Service Leader

Elevate your career as a Bilingual Customer Service Supervisor at GreenShield, leading a dedicated team to enhance service and performance. This pivotal role focuses on engagement and coaching in a dynamic environment. As a Customer Service Supervisor at GreenShield, you will play an essential leadership role in the Contact Centre.

Your primary responsibility will be overseeing a team of approximately 15 Customer Service Representatives, ensuring they meet and exceed performance standards. Strong coaching skills and a passion for employee development are crucial to drive engagement and foster a culture of accountability in both unionized and non-unionized environments. Key Responsibilities:
• Lead and mentor a team of Customer Service Representatives
• Drive accountability and continuous improvement culture
• Conduct regular performance reviews and coaching sessions
• Support workforce planning and manage shift coverage
• Identify and address operational risks in employee relations Requirements:
• 3-5+ years of leadership experience in customer service
• Strong background in performance management and coaching
• Bilingual in French and English required
• Experience in a unionized environment is preferred
• Understanding of collective agreements and employee relations In this role, you will champion service excellence while demonstrating effective leadership and strong relationship-building skills.
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