THE ROLE IN A NUTSHELL As the Supervisor, Sales & Retention, you will lead a team of 10–12 Licensed Insurance Advisors in a high-performance contact centre environment. You are accountable for driving sales outcomes, elevating advisor capability through coaching, and ensuring operational excellence, all while reinforcing GreenShield’s social mission and customer-first mindset.
Key Responsibilities: Sales Leadership & Performance
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
Coaching & Development
Delivery of 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.
Contact Centre Operations
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 complaint
Work with new advisors to ensure all their sales are reviewed and meet compliance requirements
Technology & Innovation
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
People Leadership
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
Escalation Management
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
Mission Alignment
Champion GreenShield’s social mission in daily leadership and decision-making
Ensure advisors connect product value to improving Canadians’ health and well-being WHO WE ARE LOOKING FOR
Education - College Diploma/University Degree
Cert/Designations – LLQP/HLLQP
5 years sales coaching experience in a contact centre environment, with experience managing the day-to-day operations of a phone-based team
Licensed across multiple Canadian provinces (not including QC)
Robust working knowledge of contact centre technologies
Health & Dental experience is preferred GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process.
Please let us know of any accommodation through
[email protected]. Information received relating to accommodation will be addressed confidentially.
Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).
AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.
📌 SUPERVISOR, SALES & RETENTION, INDIVIDUAL CHANNEL (HYBRID) (Toronto)
🏢 GreenShield
📍 Toronto