Job Title

WHO WE ARE When it comes to health, were always looking for ways to push for better. Its 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 daughters prescription. He knew there had to be a better way. So, he introduced North Americas first prepaid drug plan, and Green Shield was born as a notforprofit with a mission to support better health for all Canadians. WE ARE NOT JUST A HEALTH AND BENEFITS COMPANY We arent just a health and benefits company. Were the only notforprofit social enterprise that brings worlds of coverage and care together, all in one place. Were 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 bestinclass customer service. Work on planning and budgeting to establish operational plans that are aligned, achievable and measurable. 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. Manage the departments performance as well as its processes to secure productivity enhancements, improvements, and efficiencies. Manage departmental resources in accordance with business needs, operating plan objectives and established targets and measures. Lead team members by embracing Green Shield Canadas Mission and Values, as well as the GSC Leadership Model. Ensure the ongoing development of the team through direct involvement in the recruitment, orientation, training, coaching, discipline and health, and safety of employees. Undertake ongoing analysis of service levels and operational performance against departmental benchmarks and goals. Develop and implement strategies to improve performance, productivity, job satisfaction, and employee engagement while building and maintaining a customer service culture. Identify and act on areas for process improvement. Work closely with other members of the Management Team, ensuring integrated processes and complementary functions to meet company and departmental goals and objectives. Manage RealTime Room team, by supporting the team in making realtime decisions and adjustments based on the needs of the business. WHO WERE LOOKING FOR University/College Degree or Diploma or equivalent work experience. Minimum of 5 years management experience preferably in the group benefits industry with a proven track record of success in managing an operational department. 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 GSCs Leadership Model. Excellent analytical, problemsolving and decisionmaking skills. Innovative and proactive to enable a high level of operational effectiveness and service. Demonstrated skills in interpersonal communications, creative problem solving, and conflict detection and resolution. Approachable, teamoriented leadership style to support a goaldriven environment. Excellent communication skills (both written and verbal). Proficiency with Microsoft Office tools required. Well organized team player with passion for customer satisfaction. Bilingualism is preferred. 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 thats what it takes to create better health for all. We dare to challenge the status quo. And were driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. Thats 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 Green Shield isnt just about personal achievements, it's about making a difference together. Heres to Better Health for All! AFew 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 doesnt 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 . 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 rsum 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). EEO STATEMENT GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. We invite all candidates to apply. GS will accommodate needs under human rights legislation throughout all stages of the recruitment process. All information related to accommodation will be kept confidential. #J-18808-Ljbffr