Job DescriptionReporting to the Manager, Sales & Customer Loyalty, you will be responsible for leading a team of Insurance Advisors within the Toronto Sonnet Digital Contact Center.Key ResponsibilitiesLead and coach the team to achieve sales, retention, and customer experience targets.Manage key performance indicators and coach based on daily reports.Influence and collaborate with internal partners to leverage customer insights.Guide the team through change while maintaining performance.What Can You ExpectBe an incredible leader to your team. You will treat direct reports as customers, ensuring they are supported, coached, developed, mentored, and recognized.Coaching ActivitiesSupporting your team’s sales and retention skill development.Reviewing customer contacts for coaching weekly.Leveraging contact centre reports to drive performance.Mentoring the team on insurance knowledge and underwriting capabilities.Documenting coaching steps.Driving achievement of key performance indicators.Ensuring cross‑functional partnership for effective change management.Reviewing Quality scorecard results to enforce underwriting and regulatory guidelines.Completing ad‑hoc initiatives and reports as required.What You BringOTL licensed.2–5 years of leadership experience in a property & casualty insurance contact centre.Servant leadership mindset.Strong knowledge of insurance sales, retention,



and service.Proficiency in analytics.Expertise in handling customer escalations.Strong work ethic and lead by example.Ability to conduct difficult conversations with empathy.Flexible to work operating hours.Hours of OperationMonday to Friday, 8 a.M. to 8 p.M.; ability to work shifts during these hours.Hybrid work model: one day per week in office; remote otherwise.Requires a private workspace and reliable internet.Strong communication skills in English; French bilingual is an asset.Salary Range: $73,500 – $123,500.About UsActual salary may vary depending on location and other factors. This position is posted to fill an existing vacancy.What’s in it for YouHybrid work schedule.Company share ownership program.Incentive Program (eligible employees may participate).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 for study.Focus on inclusion with employee groups and support for gender affirmation surgery.Access to BIPOC counsellors and parent support programs.Wellness and recognition programs.Discounts on products and services.AccommodationOur inclusive work setting welcomes diversity and supports accessibility. If you require accommodation during the recruitment process, please let us know by contacting [email protected] ChecksThis role requires successful clearance of background checks (including criminal checks and leadership references).#J-18808-Ljbffr

📌 Team Leader, Digital Contact Centre - C$73,500 - C$123,500 A Year (Winnipeg)
🏢 Economical
📍 Winnipeg