Bilingual Unit Manager, Sales & Operations (English & French)

Intact FC • North York, ON

14d • Hybrid

About The Position

Bilingual Unit Manager, Sales & Operations
We are looking for a Bilingual Unit Manager, Sales & Operations for our growing team! This hybrid position is available in our North York office. Operational Hours: Monday to Friday, 8:00 AM to 8:00 PM; Saturday, 9:00 AM to 5:00 PM. Please note that operations are also active on statutory holidays. Work Schedule: your work schedule will be assigned based on business need and preferences, within our business hours. Please note that you will have to work Saturdays on a rotational basis.

Requirements

• Owning an OTL license or be open to study and obtain an OTL License
• Significant knowledge of Property and Casualty insurance.
• Have successfully completed at least 2 CIP courses or be willing to complete them within 6 months or your start date
• At least 3 years of management experience, coaching, training or mentoring experience ideally in a contact center environment.
• University degree in management or any combination of education and experience deemed relevant for the position.
• Bilingualism (French and English) is a requirement for this role
• Strategic Acumen: Proven skills in strategic planning, possessing a global vision, and identifying opportunities for optimization.
• Leadership: Ability to be a positive, inspiring, and visible leader on the floor.
• Engagement: Capability to establish an engaging and motivating work environment.
• Organizational Skills: Strong time management skills and the ability to provide structure.
• Change Management: Proficiency in managing change effectively.
• Communication: Excellent communication and listening skills.
• Team Collaboration: Quick learner with the ability to work collaboratively in a team and share ideas.
• Analytical Skills: Competence in analyzing and interpreting results.

Responsibilities

• Lead, coordinate and supervise the activities of a bilingual team of sales associates by organizing, planning and controlling the optimal use of personal, material and financial resources according to the budget.
• Manage the performance of team employees according to company policies, ensuring continuous training and compliance with customer experience standards of the customer service centre.
• Manage the quality of phone service by ensuring cost and productivity control according to the objectives of the customer service centre.
• Ensure the quality of service offered to customers by regularly supervising team members according to standards in order to ensure the achievement of the objectives of the customer service centre.
• Identify issues, propose solutions, make change and recommend improvements on the quality of the service offered, the operations of the service centre, or the risk management in order to achieve the company objectives.
• Ensure handling of customer requests in order to ensure a response or routing to the department concerned within the prescribed deadlines.
• Participate in multidisciplinary committees relating to special projects and digital initiatives in order to plan strategic elements, ensure smooth deployment, in addition to forecasting the impact of calls on the team and ensure that the process is optimized to control costs.

Benefits

• Flexible work arrangements and a hybrid work model
• Possibility to purchase up to 5 extra days off per year
• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)
• Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 12%
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares
• Opportunity to receive guaranteed income for life via our defined benefit pension plan

What This Job Offers

• Job Type: Full-time
• Career Level: Manager