Team Manager - Contact Centre

Team Manager – Call Centre

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Position Overview:

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➢ Provide support, coaching and mentoring to Sales Agents and Insurance Representatives

➢ Identify coaching opportunities for all team members and develop accordingly

➢ Identify growth potential and develop employees within their role

➢ Identify growth potential and develop employees for various opportunities

➢ Provide direction to team on a daily basis

➢ Ensure all new team members are correctly inducted into the team

➢ Run monthly team meetings and ad hoc workshops

➢ Ensure that compliance rules are always followed

➢ Ensure that the customer engagement rules are always followed

➢ Listen to calls and provide relevant and regular coaching to all team members

➢ Adhere to and meet individual KPIs / objectives and contribute to business and team KPIs /Objectives

➢ Engender trust and demonstrate commitment to the team to support and enhance strong team dynamics

➢ Support the recruitment of new team members in conjunction with talent acquisition partners

➢ Build a high performance, high energy professional culture

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Position Requirements Essential:

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Ø  LLQP (Ontario minimum other jurisdictions highly regarded)

Ø  Minimum 2-3 year of people management experience

Ø  5+ years of experience in a relevant discipline or equivalent knowledge and skills gained through extensive practical experience.

Ø  Proven capability to achieve sales results through guidance, coaching and mentoring.

Ø  Previous experience within a sales and customer service environment

Ø  Demonstrated ability to lead a group of people to achieve targets and positive customer outcomes.

Ø  Demonstrated ability to drive motivation and innovative thinking.

Ø  Excellent communication skills

Ø  Consistently demonstrating the Company’s values

Ø  Highly developed interpersonal skills

Ø  Eagerness and ability to embrace and implement regular feedback.

Ø  Confident, positive and a passion for sales

Ø  Dynamic individual with high energy

Ø  Understanding of coaching model/s and proven success through there implementation

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Preferred:

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• Experience working within the insurance industry

• Experience working with a quality-controlled working environment (i.e. verbal scripting and procedures)

• Qualifications in coaching in a sales environment

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