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Team Leader, Digital Contact Centre

Definity9 days ago
Hybrid
Toronto, ON
CA$73,500 - CA$123,500/annual
Senior Level
Full-Time

Top Benefits

Hybrid work schedule (flexible office/remote)
Company share ownership program
Incentive plans based on performance

About the role

Sonnet is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer 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. Bring your true self and be a part of our journey. It’s better here.

Reporting to the Manager, Sales & Customer Loyalty, you will be responsible for leading a team of Insurance Advisors within the Toronto Sonnet Digital Contact Center.

You will focus on achievement of sales, retention, customer experience and service level targets through unparalleled coaching, development, and performance management of key performance indicators. This requires a motivational leader, knowledgeable in all aspects of home and auto insurance – with a track record of building loyal, motivated, high performing teams who put the customer first.

You will need to influence, negotiate, and collaborate with internal partners. The Team Leader Sales & Customer Loyalty, is key in ensuring that valuable “Voice of the Customer and Team” insights received through customer calls, chats, emails, and social media are shared and leveraged throughout the company, driving systemic improvement throughout the organization.

This is a critical role in ensuring we can disrupt the Insurance industry, lead in the new digital world, and achieve our ambitious growth objectives. With a significant amount of change being implemented, the Team Leader, Sales & Customer Loyalty is a leader that successfully manages team through change, while maintaining and growing performance.

What can you expect

Be an incredible leader to your team. You will treat your direct reports as your “customers” ensuring they are supported, coached, developed, mentored, and recognized. You will lead our Insurance Agents to ground-breaking results in sales, retention, and customer experience.

To achieve this, you will spend the largest portion of your work time in coaching, teaching, communicating, or recognition-related activity such as:

  • Supporting your team’s sales and retention skill development, to drive continued monthly, quarterly, and annual growth.
  • Review customer contacts from all contact centre channels to provide coaching and development weekly.
  • Leverage contact centre reports and dashboards to understand performance trends for coaching and performance management that drive the desired business results.
  • Use your insurance knowledge, to mentor, provide insights and recommendations to enhance insurance knowledge and underwriting capabilities on your team.
  • Document all coaching, development, and performance management steps for your direct reports.
  • Drive achievement of Sonnet’s key performance indicators, ensuring barriers to success are readily identified and actioned.
  • Ensure strong cross-functional partnership with other teams to ensure strong two-way communication and effective change management on customer and Advisor impacting processes to achieve desired experience and business outcomes.
  • Review and coach Quality scorecard results to hold your team accountable to underwriting guidelines, fair treatment of customer regulatory guidelines, operational processes and authority levels. Completing ad-hoc initiatives and reports as required.

What you bring

  • You are OTL Licensed
  • You have 2 – 5 years’ experience managing people and performance in a property & casualty insurance contact centre leadership position with direct reports.
  • A believer in servant leadership that balances performance management with team experience effectively.
  • You have a strong understanding of Insurance sales, retention, and service; As well as call center processes and technology best practices.
  • You have proficient analytic skills.
  • You are a master at handling customer escalations and at mentoring your team to do so.
  • You have a solid work ethic and lead by example.
  • You successfully maneuver difficult conversations with ease while exercising empathy, patience, professionalism, and positive language. Flexible to work during operating hours to effectively run the contact center operation.

What are our hours of operation?

  • Sonnet Digital Contact Centre hours of operation are Monday to Friday, 8 a.m. to 8 p.m. All applicants must be able to work shifts during these hours. The hours are subject to change in future if the business needs change.
  • At Sonnet, we have a hybrid work model which incorporates a blend of in-person and remote work centered on connection, collaboration, communication, coaching and celebration. Contact Centre leadership is required to work in office 1 day per week on their assigned anchor day. This is subject to change as our hybrid model continues to evolve or where there is a business need to attend the office >1 day. The ability to work remotely requires the need for a private and comfortable workspace, in addition to an excellent internet connection. Strong communication skills in English for both internal and external teams, across Canada is required. Bi-lingual / French at a professional level is an asset.

Salary Range: $73,500 - $123,500

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.

What’s in it for you?

  • Hybrid work schedule for most roles
  • Company share ownership program
  • Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
  • 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 to study for exams
  • Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
  • Wellness and recognition programs
  • Discounts on products and services

Go ahead and expect a lot — you deserve it.

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work ® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting accessibility@economical.com.

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).

#LI-Hybrid

#IND1

About Definity

Insurance
1001-5000

Definity Financial Corporation is the parent company to some of Canada’s most long-standing and innovative property and casualty insurance brands and companies, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. We focus on making insurance better for our customers, our employees, our broker partners, and our communities.

Our promise to employees is to provide a workplace that’s collaborative, ambitious, rewarding, and empowering. Our inclusive environment provides the space to innovate with colleagues and implement even better ways of doing things. We invest in our employees’ growth and development and help them thrive. With our flexible, hybrid work arrangements, total rewards packages, company share ownership program, and emphasis on work-life balance, it’s better here.

If you’re looking for a career where your perspective and expertise are valued, you’ll find it here at Definity.


La Société financière Definity est la société mère de compagnies d’assurance de dommages parmi les plus établies et innovatrices au Canada, soit Assurance Economical, Sonnet Assurance, Family Insurance Solutions et la Compagnie d’assurance Petline. Definity est dévouée à faire évoluer l’assurance pour sa clientèle, ses équipes, son réseau de courtage et ses communautés.

Nous promettons de fournir un environnement de travail collaboratif, ambitieux, valorisant et stimulant. Notre environnement inclusif vous permet d’innover avec vos collègues et de mettre en œuvre de meilleures façons de travailler. Nous investissons dans la croissance et le perfectionnement de nos gens et les aidons à s’épanouir. Grâce à nos options flexibles de travail hybride, notre programme de rémunération globale, notre régime d’actionnariat et l’accent sur l’équilibre travail-famille, vous évoluerez avec nous.

Si vous souhaitez une carrière où votre point de vue sera reconnu, ne cherchez pas plus loin que Definity.

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