Senior Manager, Contact Centre Sales

Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence.

You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits.

If you share the same sense of infinite possibility, come shape your future at Questrade.

What's in it for you as an employee of QFG?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Hybrid and flexible work arrangements
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

We're looking for our next Senior Manager, Contact Centre Sales. Could it Be You?

The purpose of the Senior Manager, Contact Centre Sales is to plan, monitor, lead and motivate the Contact Centre teams within the Sales department, so as to ensure our service levels and targets are being met and that our new customers receive the highest level of service, resulting in the maximum level of growth for Questrade's investing line of business.

What's it like working as a Senior Manager, Contact Centre Sales at Questrade?

The Senior Manager manages all aspects of the contact centre including planning, monitoring and motivation of the team. This includes planning and executing sales strategies that support marketing campaigns and other business development initiatives.

This individual will work closely with the Director, Sales and other senior managers in Sales and Sales Effectiveness to create operational workflows and programs that help deliver on our annual goals and budgets.

As well, they are responsible for identifying and recommending upgrades and enhancements to the existing processes and contact centre technology.

In addition, the Senior Manager acts as a liaison between Sales and other departments to ensure the department is adequately resourced and operating effectively.

The incumbent is also responsible for people management, training, and coaching of the agents within the department to ensure we are hitting our targets and delivering a positive customer experience.

Need more details? Keep reading...

In this role, responsibilities include but are not limited to :

Operational Management

• Managing the Sales contact centre to meet and exceed SLA and KPI targets
• Leveraging technology for efficiency and productivity gains (e.g. CRM and Workforce Management tool)
• Collaborating with other Sales Leaders to set department strategies and working direction
• Actively participating in the monthly sales target meetings
• Actively participating in the annual new account budgeting process
• Collaborating with Marketing to create sales strategies that compliment planned and existing campaigns
• Collaborating with Reporting and Analytics teams to deliver meaningful insight for continuous improvement
• Working with Customer Service, Brokerage Ops and Compliance to ensure a smooth onboarding process
• Liaising and coordinating with our Product team for feature upgrades and updates
• Sourcing client feedback and surfacing client pain points to the right channels to help improve the onboarding experience
• Meeting with new and existing customers from time-to-time
• Adhering and enforcing company and compliance policies & procedures, regulatory requirements and guidelines

People Management

• Demonstrating leadership and motivation
• Fostering great team collaboration and spirit
• Promoting a culture of accountability and professionalism
• Cultivating the next generation of sales leaders
• Creating performance and career development goals with direct reports and delivering feedback on a quarterly basis
• Providing ongoing support to new employees via training and ongoing coaching
• Ensuring our "We Care" values are being met during customer interactions
• Conducting weekly one-on-one meetings to promote best practices, and sharing of ideas
• Conducting weekly team meetings to review progress towards monthly targets
• Collaborating with People and Culture to proactively identify staffing needs, conduct interviews, hire new staff and required training programs
• Responsibility for staff scheduling to include : work assignments / rotations, employee vacations, overtime assignment and shift rotations

So are YOU our next Senior Manager, Contact Centre Sales? You are if you...

• Have 5+ years of contact centre management and people leadership experience
• Have 3+ years of experience and proven success record in a Sales related field
• Hold a Post-secondary degree / diploma in related field
• Are proficient with Genesys and Salesforce tools
• Are an expert in Excel and PowerPoint
• Have experience with project and / or program management
• Have experience compiling and delivering Sales presentations
• Are able to analyze data and deliver insights towards business recommendations
• Are able to remain focused on key strategic deliverables for the business while working through daily tasks
• Have a detailed understanding of Sales processes and pipeline management
• Have excellent communication and presentation skills
• Are analytical with solid problem solving skills, innovative and a critical thinker
• Are a results-driven team player who is detailed and process oriented

Additional kudos if you...

Have in-depth knowledge of the Canadian securities industry

Sounds like you? Click below to apply!

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At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment.

This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued.

You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in.

Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence-not only for the benefit of our customers, but for those who build their career with us.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment / selection process, please let us know and we will work with you to meet your needs.

Other details

Pay Type Salary

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