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 CULTURE
We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that's what it takesto create better health for all. We dare to challenge the status quo. And we'redriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. That's why we provide aplace 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 arecritical to our overall success. Inclusivity makes us a stronger, smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds, perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isn't just about personalachievements, it's about making adifference together.

Here's to Better Health for All!

AFEW MORE DETAILS
Proficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, we aim to ensure that our employees can excel in their roles,collaborate, and communicate effectively, and contribute to the success of ourorganization.

GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn't align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through [redacted]. Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate 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.