Sales Contact Centre Manager

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. We have evolved from our origins in the UK, where the business was launched in 2012, to become an award‑winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.

We are seeking a driven and experienced Sales Contact Centre Manager to lead and inspire a team of Sales Managers and Sales Advisors in a fast‑paced, outbound‑focused sales environment. Reporting to the GM, Sales and based in Calgary, this individual will oversee the day‑to‑day operations of the contact centre, ensuring teams consistently meet and exceed performance targets, adhere to compliance standards, and deliver an outstanding customer experience.

This role requires a proven leader who excels at coaching, developing high‑performing teams, and driving sales results. A passion for cultivating a positive culture of continuous improvement and an unwavering commitment to customer satisfaction is essential.

Key Responsibilities

• Oversee a team of Sales Managers, set performance goals, and ensure accountability for results.
• Provide continuous coaching, mentoring, and feedback to maintain motivation, recognize achievements, and address underperformance.
• Monitor individual and team KPIs, implement improvement plans, and drive aggressive target attainment.
• Oversee daily workflows to ensure efficiency, reduce bottlenecks, and maximize resource utilization.
• Uphold adherence to company policies, regulatory standards, and QA guidelines.
• Balance sales objectives with exceptional service, embedding a customer‑centric approach across all teams.
• Gather feedback, analyze satisfaction metrics, and champion continuous improvements to the customer journey.
• Collaborate with HR and the GM, Sales to recruit skilled managers and advisors, identify skill gaps, and deliver targeted training.
• Prepare reports on performance trends, risks, and opportunities, using insights to refine sales tactics and recommend strategic improvements.

Qualifications

Experience & Education

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

Accessibility For Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

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