THE ROLE IN A NUTSHELLBase Salary: CAD $72,521.00 - 109,341.00
Role Overview 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.
Key Responsibilities - 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.
What Success Looks Like - 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.
Key Leadership Traits - 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.
WHO WE'RE LOOKING FORQualifications & Experience - 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 designated roles.
Knowledgeof English is required for this position because the incumbent must communicatein real time with English speaking clients as well as English speakingcolleagues in other parts of the country on a daily basis.
A FEW MORE DETAILSProficiency 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.
