Bilingual Supervisor, Group Benefits Contact Centre

The Bilingual Supervisor for the Contact Centre plays a crucial role in encouraging a high-performing, customer-focused team. This position involves guiding, coaching, and mentoring team members to ensure their professional development and engagement. Reporting directly to the Manager, the Supervisor is responsible for handling the daily operations of the team, ensuring service levels are met, and maintaining departmental standards through effective performance management. At the heart of our mission is a dedication to outstanding customer service. This role offers a hybrid work schedule, with in-office days on Tuesday, Wednesday, and Thursday each week.

Position Responsibilities

- Prioritize employee well‑being while driving key performance outcomes for the business.

- Coordinate daily operations of the group benefits contact center, coordinating efforts across all locations.

- Handle, mentor, and develop team members to ensure service quality and efficiency, including regular mentor sessions and team meetings.

- Support employee engagement activities and contribute to the hiring process to ensure team compatibility.

- Analyze metrics and provide feedback for audits, implementing solutions and service recovery measures.

- Address escalated inquiries, collaborate with internal collaborators, and lead or assist in initiatives and projects.

Required Qualifications

- Over three years of proven leadership experience or an equivalent background.

- Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English‑speaking customers or employees outside of Quebec.

- Proven experience working in a fast‑paced customer service environment.

- Strong interpersonal, communication (verbal and written), analytical, and problem‑solving skills.

Preferred Qualifications

- Strong understanding of Group Benefits health and dental insurance will be considered an asset.

- Expertise in Microsoft Office (Excel, PowerPoint, Word) and business system applications.

- Capable of making informed and timely decisions, advising and influencing others, leading staff and customer relationships, and prioritizing work in a fast‑paced environment.

- Willingness to support the contact center’s operational hours (8am‑8pm EST) with 1‑2 evening shifts per month.

When you join our team

- We’ll empower you to learn and grow the career you want.

- We’ll recognize and support you in a flexible environment where well‑being and inclusion are more than just words.

- As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$57,675.00 CAD - $96,125.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job‑related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence.

If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.

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