Bilingual Customer Service Supervisor - Hybrid

Role Overview 
The Customer Service Supervisor plays a critical leadership role within the Contact Centre, responsible for driving strong performance, coaching excellence, and employee engagement across a team of approximately 15 Customer Service Representatives. Reporting to the Manager, Contact Centre, this role is central to a period of significant cultural, operational, and performance transformation and requires an experienced leader who can step in and lead effectively from day one. 

Key Responsibilities 

•   Lead, coach, and performance-manage a team of Customer Service Representatives to consistently meet or exceed service, quality, and productivity standards. 
• Drive a culture of accountability, fairness, and continuous improvement within both unionized (Windsor) and non-unionized (Montreal) environments. 
• Conduct regular coaching sessions, performance reviews, and difficult conversations, including corrective action where required. 
• Apply collective agreements, policies, and procedures consistently while effectively navigating grey areas in partnership with HR and leadership. 
• Support workforce planning and shift coverage, including flexibility across extended hours, weekends, and health line coverage (8–11 shifts). 
• Identify operational risks, employee relations concerns, and early indicators of disengagement or union activity, escalating appropriately when needed. 
• Lead teams through ongoing operational, technology, and process changes while maintaining engagement and service excellence. 
• Partner closely with Contact Centre leadership to deliver on service level objectives and enhance the overall customer experience. 

What Success Looks Like 

•   Consistent achievement of individual and team performance targets through effective coaching and accountability. 
• High levels of employee engagement and trust, with the supervisor viewed as a fair, credible, and approachable leader. 
• Effective leadership through cultural and performance transformation in both unionized and non-union environments. 

Key Leadership Traits 

• High Emotional Intelligence – Demonstrates strong self-awareness and balances confidence with approachability. 
• Active Listening – Understands both spoken and unspoken concerns; reads between the lines. 
• Employee Advocate – Serves as a trusted source of truth and support for employees. 
• Strong Sense of Fairness and Consistency – Applies standards equitably, critical within a unionized environment. 
• Relationship Builder – Builds strong relationships without over-promising or over-accommodating. 
• Comfort with Conflict Resolution – Confidently manages difficult conversations and professional tension. 
• Change Leadership – Leads effectively through rapid operational and technology changes, while advocating appropriately for the team.