Job Title

WHO WE ARE When it comes to health, were always looking for waysto push for better. Its why we were founded in the first place. In 1957, ourfounder, pharmacist William Wilkinson, witnessed a mother sacrifice her healthby forgoing her own medicine to pay for her sick daughters prescription. Heknew there had to be a better way. So, he introduced North Americas firstprepaid drug plan, and GreenShield was born as a not-for-profit with a missionto support better health for all Canadians. We arent just a health and benefits company. Werethe only not-for-profit social enterprise that brings worlds of coverage andcare together, all in one place. Were noble challengers, purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body. Our mission is to create better health for allCanadians, and we know that starts with our employees. THE ROLE IN A NUTSHELL Serve as part of the Contact Centre Services (CCS) Management Team working to improve the delivery of the Customer Experienceand take Green Shield Service from Great to Even Better. Oversee CCS employees to ensure that employees work asa team and with optimum efficiency while providing extraordinary customerservice. Ensure the ongoing development of the CCS team throughdirect involvement in the recruitment, orientation, training, coaching,discipline, and health and safety of employees. Coach, develop and supervise the work performance andwell-being of employees through regular coaching sessions, the performancemanagement process and health and safety reviews. Operate within the departments budget to achieve theobjectives and standards of the company and department operating plan. Work to ensure that the department meets service levelresults. Understand processes and secure productivityenhancements, improvements, and efficiencies. Foster a positive team environment where employees aretrained, organized, and motivated to meet and exceed individual servicelevels, productivity, quality and efficiency objectives. Work with employees, members of the Management Team,and other Green Shield employees to address and resolve customer issuesand inquiries. Coordinate shift workflow by adhering to the collectivebargaining agreement and the companys policies, procedures, and methods,and by applying performance data and reports. Identify and implement process improvements andefficiencies. Lead CCS Team members by example, through embracingGreen Shield Canadas Mission and Values, as well as our GSC Behaviours. Work closely with and serve as an active member ofGreen Shield Canadas Management Team. Perform other duties asassigned WHO WERE LOOKING FOR University Degree or College Diploma. Bilingualism in French and English Minimum of 5 years of management/supervisoryexperience. Experience in, and a strong working knowledge ofcustomer service / contact centre operations including a solidunderstanding of telephony technology. Demonstrated understanding and/or experience of thehealth benefits industry. Strong leadership and team building skills. Exhibits the competencies associated with the GSCBehaviors. Demonstrated ability to lead teams through processimprovements and technology changes. Excellent analytical, problem solving and decision-makingskills. Excellent interpersonal skills (both written andverbal). Proficiency with Microsoft Office suite of products. An eager contributor who strives to be an engagedmember of the team. 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 weredriven 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 GreenShield isnt just about personal achievements, it's about making a difference together. Heres to Better Health for All! A FEW MORE DETAILS Proficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, 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 andinclusion in our teams and communities, and unique contributionsmade by all. Even if your experience doesnt align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through . Information received relating toaccommodation will be addressed confidentially. Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrsum will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification). #J-18808-Ljbffr