Team Leader, Digital Contact Centre

Definity Insurance Company • Toronto, ON

10d • Hybrid

About The Position

Reporting to the Manager, Sales & Customer Loyalty, this role is responsible for leading a team of Insurance Advisors within the Toronto Sonnet Digital Contact Center. The focus is on achieving sales, retention, customer experience, and service level targets through coaching, development, and performance management. The ideal candidate is a motivational leader with knowledge in home and auto insurance, capable of building high-performing teams. This position requires influencing, negotiating, and collaborating with internal partners, and is crucial for sharing "Voice of the Customer and Team" insights to drive systemic improvement across the company. This role is critical for disrupting the insurance industry, leading in the digital world, and achieving growth objectives, requiring a leader who can successfully manage a team through significant change while maintaining and growing performance.

Requirements

• You are OTL Licensed
• You have 2 – 5 years’ experience managing people and performance in a property & casualty insurance contact centre leadership position with direct reports.
• A believer in servant leadership that balances performance management with team experience effectively.
• You have a strong understanding of Insurance sales, retention, and service; As well as call center processes and technology best practices.
• You have proficient analytic skills.
• You are a master at handling customer escalations and at mentoring your team to do so.
• You have a solid work ethic and lead by example.
• You successfully maneuver difficult conversations with ease while exercising empathy, patience, professionalism, and positive language.
• Flexible to work during operating hours to effectively run the contact center operation.
• Strong communication skills in English for both internal and external teams, across Canada is required.

Nice To Haves

• Bi-lingual / French at a professional level is an asset.

Responsibilities

• Be an incredible leader to your team, treating direct reports as "customers" by ensuring they are supported, coached, developed, mentored, and recognized.
• Lead Insurance Agents to achieve groundbreaking results in sales, retention, and customer experience.
• Support your team’s sales and retention skill development to drive continued monthly, quarterly, and annual growth.
• Review customer contacts from all contact centre channels to provide weekly coaching and development.
• Leverage contact centre reports and dashboards to understand performance trends for coaching and performance management that drive desired business results.
• Use insurance knowledge to mentor, provide insights, and recommendations to enhance insurance knowledge and underwriting capabilities on your team.
• Document all coaching, development, and performance management steps for your direct reports.
• Drive achievement of Sonnet’s key performance indicators, ensuring barriers to success are readily identified and actioned.
• Ensure strong cross-functional partnership with other teams for effective two-way communication and change management on customer and Advisor impacting processes to achieve desired experience and business outcomes.
• Review and coach Quality scorecard results to hold your team accountable to underwriting guidelines, fair treatment of customer regulatory guidelines, operational processes, and authority levels.
• Complete ad-hoc initiatives and reports as required.

Benefits

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees