WHO WE ARE
When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.
We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place.
We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.
Our mission is to create better health for all Canadians, and we know that starts with our employees.
THE ROLE IN A NUTSHELL
Base Salary: CAD $94,806.00 - 142,069.00
Reporting to the Director, Enterprise Service Delivery, the Manager of Contact Centre Services will manage all aspects of customer service and the management and coordination of Contact Centre Services to meet or exceed company and department objectives while providing the best-in-class customer service
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Work on planning and budgeting to establish operational plans that are aligned, achievable and measurable.
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Work with the Supervisors to establish and execute operating plans and functional processes that deliver a high level of customer satisfaction while meeting department objectives.
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Manage the department’s performance as well as its processes to secure productivity enhancements, improvements, and efficiencies.
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Manage departmental resources in accordance with business needs, operating plan objectives and established targets and measures.
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Lead team members by embracing Green Shield Canada’s Mission and Values, as well as the GSC Leadership Model.
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Ensure the ongoing development of the team through direct involvement in the recruitment, orientation, training, coaching, discipline and health, and safety of employees.
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Undertake ongoing analysis of service levels and operational performance against departmental benchmarks and goals.
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Develop and implement strategies to improve performance, productivity, job satisfaction, and employee engagement while building and maintaining a customer service culture.
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Identify and act on areas for process improvement.
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Work closely with other members of the Management Team, ensuring, integrated processes and complementary functions to meet company and departmental goals and objectives.
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Manage Real-Time Room team, by supporting the team in making real time decisions and adjustments based on the needs of the business.
WHO WE'RE LOOKING FOR
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University/College Degree or Diploma or equivalent work experience
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Minimum of 5 years management experience preferably in the group benefits industry with a proven track record of success in managing an operational department.
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Strong leadership skills and a demonstrated ability to build and lead strong, effective teams that meet key objectives, standards and targets. Demonstrates the competencies associated with GSC’s Leadership Model.
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Excellent analytical, problem solving and decision-making skills.
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Innovative and pro-active to enable a high-level of operational effectiveness and service.
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Demonstrated skills in interpersonal communications, creative problem solving, and conflict detection and resolution.
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Approachable, team-oriented leadership style to support a goal driven environment.
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Excellent communication skills (both written and verbal).
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Proficiency with Microsoft Office tools required.
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Well organized team player with passion for customer satisfaction.
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Bilingualism is required (English/French).
THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place 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 are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a
difference together.
Here’s to Better Health for All!
A FEW MORE DETAILS
Proficiency 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.
GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially.
Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate 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.
