Team Leader, Service Centre

Customer Service Toronto, Ontario


Purpose of role


As a member of the Insurance Operations Team, the Team Leader, Service Center is accountable for achieving the required business results through effective team development and leadership, process, workflow and quality management.  The Team Leader will have input to the Manager’s accountabilities as it relates to performance reviews, daily coaching and team development.  The Team Leader will ensure a consistent and exceptional service experience for existing customers (producers and members), who contact the call center by ensuring the Service Centre Representatives are motivated, coached, developed and skilled and demonstrating Foresters purpose and our brand attributes when interacting with Customers to meet the department’s performance targets.  Service delivery will have a view of operational efficiency with a focus on enhancing the customer experience and relationship with Foresters.  The Team Leader will also play a key role in supporting the implementation of major change initiatives.


Key responsibilities / accountabilities

  • Build, manage and sustain a high performing inbound call center team ensuring that service and quality objectives are being attained and maintained on a consistent basis
  • Ensure team members are trained and fully competent in all the required functions and company-approved technologies and tools to effectively assist, support and resolve all customer inquiries
  • Provide leadership, coaching, and mentoring to the staff to develop their competencies and position them for success
  • Support a positive, motivating work environment that values the people and encourages participation, creativity, learning and accountability
  • Ensure the highest level of customer service and facilitate all actions necessary including research and follow up to positively satisfy customer needs 
  • Collaborate with other leaders and staff within Insurance Operations to ensure that all functions are fully integrated and are in accordance with the Company's goals and objectives, ensuring that all overarching SLA's are met and/or exceeded 
  • Proactively support the Leadership Team with required reports, summaries, investigations, feedback, and potential challenges.  Effectively liaise and negotiate with other business units to resolve and enhance customer service expectations and business deliverables
  • Consistently display the knowledge, skills, behaviors and attitudes reflective of a high performing business unit with a diverse workforce and in accordance with the Code of Ethics & Respect in the Workplace policies
  • Initiate and implement process recommendations, with appropriate approval. Act as a change sponsor to ensure successful implementation of new procesess, procedures, system, etc.  Facilitate feedback from Team members to one-up Manager
  • Handle escalation resolution with minimal to no supervision
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
  • Be an active listener and demonstrate empathy and patience in a non-scripted environment
  • Job duties may be changed from time to time in response to changing requirements of the business


Key qualifications / competencies


  • Minimum 5+ years of progressive experience in a call center leadership role, preferably within the insurance / financial services industry
  • Strong people leadership skills with the proven ability to create and lead high performing teams through effective employee selection, motivation and performance management techniques / programs
  • In depth product, system and regulatory knowledge with proven ability to adapt and implement on-going changes, ensuring a seamless transition to the customer
  • Strong sense of personal accountability, mature judgment, confidence and flexibility.  Ability to exercise independent discretion at all times
  • Well developed problem solving and analytical skills to identify and report on team's progress, business trends, initiatives, customer and employee issues, including the ability to identify problems in their early stages and solve by analyzing options and developing alternative solutions
  • Must have the initiative and ability to look for and champion improvement opportunities
  • A "take charge" attitude along with the ability to self-manage workload and priorities in a changing and evolving environment.  This includes effective and efficient time management, multi-tasking and prioritizing skills
  • Exceptional customer service orientation
  • Must be adaptable to and balance on-going change and lead by example
  • Demonstrated ability to prioritize own work and work of others; can work effectively under pressure and time constraints within a fast paced environment
  • Advanced verbal, written, and interpersonal communication skills required to effectively communicate with all levels of employees and customers
  • Intermediate to advanced level proficiency with contact center technology and computer applications (Agent monitoring software, Microsoft Office, Power Point, Word, Excel)
  • Demonstrated business acumen
  • College Diploma or University Degree an asset
  • Competency in French is an asset
  • Proficient mathematical aptitude
  • Takes initiative to increase knowledge of Foresters business and how own job contributes to our corporate and department objectives. Applies this knowledge to be productive and successful


Additional Information


Hours of Operation

  • The role requires flexibility with working hours between 8:00 a.m. and 8:00 p.m., Monday to Friday on a rotational basis
  • Flexibility for periodic weekend shifts and statutory holidays may also be required to support changing conditions, customer demand, and business needs