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.
