SUPERVISOR, SALES & RETENTION, INDIVIDUAL CHANNEL (HYBRID)

Green Shield Canada•Toronto, ON

12d•CA$74,269 - CA$92,837•Hybrid

About The Position

GreenShield is a non-profit social enterprise focused on improving health for all Canadians. They are seeking a Supervisor, Sales & Retention to lead a team of 10-12 Licensed Insurance Advisors in a high-performance contact centre environment. This role is responsible for driving sales outcomes, enhancing advisor capabilities through coaching, and ensuring operational excellence, all while upholding GreenShield's social mission and customer-first approach. The position is hybrid.

Requirements

College Diploma/University Degree
LLQP/HLLQP Certification/Designation
5 years sales coaching experience in a contact centre environment
Experience managing the day-to-day operations of a phone-based team
Licensed across multiple Canadian provinces (not including QC)
Strong working knowledge of contact centre technologies
Proficiency in English is required.

Nice To Haves

Health & Dental experience is preferred.

Responsibilities

Drive team sales performance across all lead types.
Monitor KPIs (conversion, call quality, adherence etc.) and take immediate action to close gaps.
Build a high-performance culture with clear expectations and accountability.
Deliver structured, ongoing sales coaching (call reviews, side-by-sides, etc.).
Identify individual skill gaps and implement targeted development plans by working closely with our Health & Dental Specialist.
Reinforce best practices in needs-based selling, objection handling, and compliance etc.
Oversee day-to-day operations of a phone-based sales team (scheduling, queue management, productivity).
Ensure adherence to service levels, QA standards, and regulatory requirements.
Partner with QA, Training, and Workforce Management to optimize performance.
Ensure advisor licensing is kept up to date and compliant.
Work with new advisors to ensure all their sales are reviewed and meet compliance requirements.
Actively leverage CRM, QA platforms, and reporting tools to drive insights and productivity.
Stay current with and champion emerging technologies (AI-assisted coaching, automation, digital sales tools).
Use data to inform decisions and continuously improve team outcomes.
Build an engaged, inclusive team environment with strong retention and morale.
Lead performance management, recognition, and career progression for advisors.
Model professionalism, resilience, and strong communication.
Act as the first point of leadership support for all customer and advisor escalations to ensure escalations are handled consistently and within regulatory standards.
Resolve complex client situations with a customer-first, retention-focused approach.
Champion GreenShield’s social mission in daily leadership and decision-making.
Ensure advisors connect product value to improving Canadians’ health and well-being.