WHO WE ARE
GreenShield is a proudly Canadian, national non-profit health care and insurance organization, driven by our mission of Better Health for All. We believe health care is a right, not a privilege, and we are committed to improving health outcomes, advancing health equity, and building a future where every Canadian can reach their full health and well-being potential.
Through our unique integrated payer-provider ("payvider") model, we offer insurance, administer benefits, and pay claims as a ‘payer’ while offering health care services such as mental health, pharmacy, telemedicine, and chronic disease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through GreenShield Cares, we positively impacted the health and well-being of over one million Canadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additional three million Canadians by 2030 – across mental health, essential medicines, and chronic disease management – through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All.
At GreenShield, our culture is where purpose meets passion and performance. Our teams work as one to deliver meaningful, measurable impact for the people and communities we serve.
THE ROLE IN A NUTSHELL
Base Salary: CAD $72,521.00 - 109,341.00
- 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.
WHO WE'RE LOOKING FOR
- University Degree or College
Diploma.
- Minimum of 5 years of
management/supervisory experience.
- Experience in, and a strong
working knowledge of customer service /contact centre operations including
a solid understanding of telephony technology.
- Demonstrated understanding
and/or experience of the health benefits industry.
- Strong leadership and team
building skills.
- Exhibits the competencies
associated with the GSC Behaviors.
- Demonstrated ability to lead
teams through process improvements and technology changes.
- Excellent analytical, problem
solving and decision-making skills.
- Excellent interpersonal skills
(both written and verbal).
- Proficiency with Microsoft
Office suite of products.
- An eager contributor who
strives to be an engaged member 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 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.
