BILINGUAL CUSTOMER SERVICE SUPERVISOR EVENINGS - HYBRID

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. This position is being hired to support our 12:30 PM to 8:30 PM shift, Monday to Friday. While schedules may evolve based on business needs, candidates should expect to work this shift as their primary schedule. 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.