About The Role

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.