Bilingual Supervisor, Customer Service

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.

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 centers operational hours (8am-8pm EST) with 1-2 evening shifts per month.

When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well 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 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 .

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location please contact 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 for more information about U.S.-specific paid time off provisions.