Team Leader, Customer Care

Description:

be a part of our journey, and love what you do.

Definity offers a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Leader’s partner with their teams to find the right balance of on-site and remote work that best meets the needs of their teams, colleagues, brokers and customers, while ensuring collaboration, teamwork and accountability for goals.

Your Responsibilities

• Leading and supporting an engaged, high-performance team through employee sales/ service development, performance management, coaching and team effectiveness
• Driving compliance with quality assurance measurements to meet corporate objectives
• Leading on the implementation of continuous improvement initiatives to grow and retain business
• Collaborating with the management team to support and deliver upon service excellence, sales, service level and retention targets
• Providing support and resolution strategies for clients and client escalations
• Participating in call calibration sessions to support ongoing quality assurance
• Participating in devising operational plans to achieve strategic goals
• Tracking, reporting and responding to metrics through adaptation of coaching and operational plans to meet sales, retention, service and quality targets

Your Skills and Experience

• Post-secondary degree/diploma or equivalent combination of education and experience
• General Insurance License, Level 2
• Strong communication and negotiation skills
• Able to remain calm and effective while working under pressure
• Professional, friendly and courteous — bonus points for a good sense of humour
• Able to successfully build effective business relationships
• Able to promote and contribute to a positive work environment by encompassing our values

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.