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 $72,521.00 - 109,341.00
The Performance Coach drives agent performance and customer experience excellence through advanced coaching, quality evaluation, and data-driven insight generation. The role analyzes operational and performance trends to identify improvement opportunities, conducts in-depth quality assessments with clear, actionable feedback. As a subject matter expert in performance optimization, coaching methodologies, and call flow best practices, the Performance Coach also contributes to the enhancement of coaching tools, scorecards, and continuous improvement frameworks.
KEY RESPONSIBILITIES
-
Coach and mentor Supervisors on their ability to coach and mentor unionized and non-unionized agents, leading by example.
-
Generate reports on key performance indicators, creating data analytics that drive strategic coaching opportunities to improve results.
-
Generate trending and qualitative analyses on agent performance through call monitoring, reviewing CSAT, FCR and ESAT results, and via feedback from key stakeholders.
-
Create strong working relationships with Supervisors, Managers, Directors and key stakeholders.
-
Collaborate with Workforce Management, Training, Quality, and Analytics to align with broader operational strategies.
-
Meet regularly with Managers, Directors and key stakeholders to highlight opportunities, summarize progress, and report on outcomes of performance coaching.
-
Design and implement strategies to improve performance, including, but not limited to, AHT, Quality, CSAT, FCR, and other KPIs.
-
Identify risk associated with action or non-action related to performance initiatives.
-
Responsible for fostering a positive, high‑performance work culture through consistent feedback, effective training, and meaningful recognition.
-
Support the design and refinement of coaching methodologies, quality scorecards, and performance-readiness tools and serve as a subject matter expert on performance behaviors, call flow best practices, and customer experience optimization.
WHO WE'RE LOOKING FOR
-
2+ years’ experience in contact center operations, coaching people and/or quality monitoring, with an understanding of and/or experience in the health benefits industry.
-
Post-Secondary degree/diploma in a related discipline or equivalent work experience.
-
Fluent in both English and French, with the ability to communicate effectively in both languages.
-
Proven abilities in elevating customer interactions through coaching and mentoring.
-
Proficient in tailoring coaching programs and methodologies using modern-day coaching methodologies and adult learning principles.
-
Advanced knowledge of customer experience best practices and call flow, with an understanding of how call flow impacts handle time.
-
Strong skills in multi-tasking multiple projects and initiatives with the ability to prioritize based on greatest impact.
-
Ability to travel to the Windsor, Toronto, and Montreal offices on an as-need basis.
-
Optimistic, engaging, and enjoys adding a sense of fun to the workplace culture.
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.
