Are you a great mentor, motivator and passionate about helping people?
Do you like to problem solve and have leadership experience?
Do you have excellent communication skills in English?
If you answered yes to these questions, then we are looking for you to join a dynamic team in North York, Ontario!
...
PURPOSE OF THE ROLE:
Lead and inspire a team of LLQP-licensed Customer Care Advisors, ensuring daily competence and performance through consistent coaching, motivation, and training. Foster a high-performance culture while maintaining compliance with company guidelines across all team activities.
Advantages
- Full Time, Permanent Position
- 4 weeks' vacation leave per year
- Hybrid role – 3 days in office and 2 days work-from-home
- 100% employer paid health benefits
- $500 health spending account
- $100 monthly transportation benefit
- Parental leave top-up
- 5% RRSP matching
- Growth opportunities!
- Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
- Free weekly lunches and more
Responsibilities
- Lead and provide direction for the team on a daily basis
- Ensure team and individual goals align with company / department direction
- Maintain a strong floor presence and work with management team to ensure adequate floor support at all times
- Build a high-performance, high-energy culture to reach individual and team KPIs
- Conduct team meetings, workshops and frequent one on one catch ups with advisors/ team
- Effectively manage call and lead queues to ensure service level requirements are met
- Utilize management reports to identify developmental opportunities and monitor behaviors
- Complete required formal reviews within required timeframes e.g. probation reviews, 121s, performance reviews
- Possess an intimate knowledge of teams individual and overall daily results
- Implement and drive incentive programs to motivate team
- Identify causes for gaps in performance and implement an effective strategy/coaching to improve performance
- Provide effective coaching, training and mentoring to retention advisors, ensuring all advisors are adequately supported and trained in their role.
- Set objectives aligned to the KPIs for each advisor and monitor and develop accordingly to ensure advisors are achieving those objectives
- Identify growth potential/individual development areas for advisors and develop advisors within their role or for internal business opportunities
- Conduct call monitoring to ensure advisors are meeting QA and compliance requirements
- Ensure all mentoring and development feedback is documented and stored in appropriate files
- Manage complaints as needed and complete complaints process
- Maintain a detailed and current understanding of associated systems, products, processes, procedures and the key drivers for team performance
- Take calls from the manager’s hotline
- Effectively manage emails
- Ensure all team leave is entered into ADP within the relevant pay period
Qualifications
- 5+ years’ experience managing a team focused on retention, loyalty, collections or sales.
- Experience working within the insurance industry a MUST
- LLQP an asset
- Experience working with a quality-controlled working environment (i.e. verbal scripting and procedures)
- Qualifications in coaching in a Retention/Sales environment.
- Experience working within the insurance industry
- Proven capability to drive and motivate a team to achieve exceptional results through guidance, coaching and mentoring
- Previous experience within a results driven environment
- Demonstrated ability to lead a group of people to achieve targets
- Demonstrated ability to drive motivation and innovative thinking
- Proven ability to analyze and interpret data to seek performance and business improvement
- Ability to lead and influence people through continuous change and ensure buy-in
- Strong coaching skills
- Excellent communication skills
- Consistently demonstrating the Company’s values
- Highly developed interpersonal skills
- Eagerness and ability to embrace and implement regular feedback
Summary
If you’re looking to begin a fulfilling career that offers both personal satisfaction and professional growth, this role is perfect for you!
You can directly apply to this posting or email your Resume at melissa.bertrand@randstad.ca
Only those selected for interviews will be contacted.
Thank you for your interest in this position!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
voir plus
Are you a great mentor, motivator and passionate about helping people?
Do you like to problem solve and have leadership experience?
Do you have excellent communication skills in English?
If you answered yes to these questions, then we are looking for you to join a dynamic team in North York, Ontario!
PURPOSE OF THE ROLE:
Lead and inspire a team of LLQP-licensed Customer Care Advisors, ensuring daily competence and performance through consistent coaching, motivation, and training. Foster a high-performance culture while maintaining compliance with company guidelines across all team activities.
Advantages
- Full Time, Permanent Position
- 4 weeks' vacation leave per year
- Hybrid role – 3 days in office and 2 days work-from-home
- 100% employer paid health benefits
- $500 health spending account
- $100 monthly transportation benefit
- Parental leave top-up
- 5% RRSP matching
- Growth opportunities!
- Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
- Free weekly lunches and more
Responsibilities
- Lead and provide direction for the team on a daily basis
...
- Ensure team and individual goals align with company / department direction
- Maintain a strong floor presence and work with management team to ensure adequate floor support at all times
- Build a high-performance, high-energy culture to reach individual and team KPIs
- Conduct team meetings, workshops and frequent one on one catch ups with advisors/ team
- Effectively manage call and lead queues to ensure service level requirements are met
- Utilize management reports to identify developmental opportunities and monitor behaviors
- Complete required formal reviews within required timeframes e.g. probation reviews, 121s, performance reviews
- Possess an intimate knowledge of teams individual and overall daily results
- Implement and drive incentive programs to motivate team
- Identify causes for gaps in performance and implement an effective strategy/coaching to improve performance
- Provide effective coaching, training and mentoring to retention advisors, ensuring all advisors are adequately supported and trained in their role.
- Set objectives aligned to the KPIs for each advisor and monitor and develop accordingly to ensure advisors are achieving those objectives
- Identify growth potential/individual development areas for advisors and develop advisors within their role or for internal business opportunities
- Conduct call monitoring to ensure advisors are meeting QA and compliance requirements
- Ensure all mentoring and development feedback is documented and stored in appropriate files
- Manage complaints as needed and complete complaints process
- Maintain a detailed and current understanding of associated systems, products, processes, procedures and the key drivers for team performance
- Take calls from the manager’s hotline
- Effectively manage emails
- Ensure all team leave is entered into ADP within the relevant pay period
Qualifications
- 5+ years’ experience managing a team focused on retention, loyalty, collections or sales.
- Experience working within the insurance industry a MUST
- LLQP an asset
- Experience working with a quality-controlled working environment (i.e. verbal scripting and procedures)
- Qualifications in coaching in a Retention/Sales environment.
- Experience working within the insurance industry
- Proven capability to drive and motivate a team to achieve exceptional results through guidance, coaching and mentoring
- Previous experience within a results driven environment
- Demonstrated ability to lead a group of people to achieve targets
- Demonstrated ability to drive motivation and innovative thinking
- Proven ability to analyze and interpret data to seek performance and business improvement
- Ability to lead and influence people through continuous change and ensure buy-in
- Strong coaching skills
- Excellent communication skills
- Consistently demonstrating the Company’s values
- Highly developed interpersonal skills
- Eagerness and ability to embrace and implement regular feedback
Summary
If you’re looking to begin a fulfilling career that offers both personal satisfaction and professional growth, this role is perfect for you!
You can directly apply to this posting or email your Resume at melissa.bertrand@randstad.ca
Only those selected for interviews will be contacted.
Thank you for your interest in this position!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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