Customer Service Manager

Location: Montreal, QC and Windsor, ON, Hybrid, 2 days on-site per week

Language: Strong written and spoken communication skills in English required. Bilingualism in French and English is required for Montreal and considered a strong asset for Windsor.

Background Check Requirement: Criminal record check and clearance eligibility required

Salary: $75,000 - $90,000

 

About the Opportunity

Our client, a purpose-driven organization in the insurance sector, is undergoing a significant transformation. With major investments in technology, operations, and customer experience, this is an opportunity to join a leadership team at a pivotal moment of change and modernization. As a Contact Centre Supervisor, you will lead a team of approximately 15 frontline employees in a unionized environment. You will play a key role in driving performance, strengthening service delivery, and supporting employees through large-scale operational and technology changes.

 

What’s in it for You

This is an opportunity to be part of an organization that blends commercial success with social impact. You will gain exposure to enterprise-wide transformation, modernized tools and cloud-based systems, and leadership development in a complex, evolving environment.

You will join a culture that values accountability, collaboration, and continuous improvement, with flexibility built into a hybrid work model and competitive compensation including bonus potential.

 

Your Responsibilities

• You’ll lead, coach, and develop a team within a unionized contact centre environment, fostering engagement and accountability.

• You’ll drive service level performance, productivity, and quality outcomes, including a shift toward FCR-focused metrics.

• You’ll support recruitment, onboarding, and development, including a high volume of student hiring.

• You’ll navigate collective agreements thoughtfully while balancing operational needs and fairness.

• You’ll champion change management initiatives, guiding employees through new tools, processes, and evolving expectations.

• You’ll identify and implement process improvements to enhance efficiency and customer experience.

 

Skills and Qualifications

• 3 to 5+ years of people management experience, ideally leading teams of 10 or more

• Experience in a unionized environment, preferably within contact centre or customer service operations

• Strong understanding of performance management, coaching, and conflict resolution

• Demonstrated ability to manage change in fast-paced, high-growth environments

• High emotional intelligence with strong communication and active listening skills

• Post-secondary education in a related field is an asset

 

Note from the Hiring Manager

“We’re looking for leaders who can handle complexity, build trust with their teams, and confidently drive performance while supporting people through change.”

 

Why Partner with Altis

If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.