Supervisor, Contact Centre

Description

Company: CGIC
Department: Agency Contact Centre
Employment Type: Regular Full-Time
Work Model: Hybrid
Language: Bilingualism in English and French is required. 
Additional Information: This/these role(s) is/are currently vacant.

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Our Distribution team aspires to be the leader in client engagement among Canadian Insurers. We strive to provide a seamless and personalized client experience. Our knowledgeable and trusted team is committed to delivering financial services solutions to meet our clients' unique needs.

As the Supervisor, Contact Centre you will provide leadership to a team responsible for client service and sales. You will manage team members’ performance and development emphasizing on client service delivery, business development and organizational growth and you will work with the management team to ensure operational results are achieved, change is managed, and benefits are realized.


How you will create impact:

• Building and maintaining effective relationships, establishing rapport with business partners, and increasing opportunities to develop trust and reputation.
• Implementing and evaluating workflows, processes and procedures, identifying and initiating process improvements and supporting staff in understanding and maintaining commitment to the change process.
• Fostering a client-centric environment including addressing business processes and outcomes that impact the client and ensuring ethical behaviour and compliance with corporate policies, industry standards and legal regulations.
• Ensuring client and profitability growth by contributing to the achievement of overall sales and productivity goals for the contact centre.
• Coaching and developing your team, recruiting and selecting talent, recognizing achievements, and managing performance, to develop an agile team and achieve department objectives.   
  
  

How you will succeed:

• You build trusting relationships and provide feedback to enable the successful development of your team and colleagues.  
• You foster innovation and continuous improvement with a focus on client experience.   
• You facilitate the adoption of change and create a high-performance culture through alignment of your team’s work with organizational goals.  
• You successfully convey messages and demonstrate openness to exploring alternative points of view.  
• You use critical thinking to guide decision making.

To join our team:

• You have at least 1 year of experience in personal lines damage insurance.
• You have three years of experience in client service and sales within the insurance industry or a related field, with leadership experience being an asset.
• You have completed post-secondary education.
• You hold a General Insurance Licence or the Chartered Insurance Professional (CIP) designation as an asset.
• You meet all the provincial licensing requirements in accordance with continuing education to obtain and maintain all licences.
• You have strong understanding of client service, quality and productivity goals, including expert knowledge of products and best practices within the insurance industry.
• Proficiency in French is essential to the main duties in this role, including servicing and communicating primarily with majority francophone clients, groups, teams. The essential non-English duties are not assignable to adjacent or other team members.

What you need to know:

• You will travel occasionally.
• This role operates in a contact centre environment where a high level of audio and visual concentration is required for extended periods of time. 
• As a leader, strict confidentiality is required with respect to sensitive matters and employees’ personal information.  
• Work hours are 10:00am-6:00pm EST
• Extended work hours, including rotational shifts on evenings and weekends, is required.  
• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.  
  
  

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

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Qualifications

Licences & Certifications

Preferred

License Required