Team Leader, Contracting

Job Description

Key Responsibilities

• Build, manage, and sustain a high performing production and 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
• Manage workflow ensuring SLA and quality standards are achieved
• Provide leadership, coaching, and mentoring to the staff to develop their competencies and position them for success
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
• Support a positive, motivating work environment that values the people and encourages participation, creativity, learning, and accountability
• Consistently display the knowledge, skills, behaviors and attitudes reflective of a high performing business unit with a diverse workforce
• Initiate and implement process recommendations, with appropriate approvals. Act as a change sponsor to ensure successful implementation of new processes, procedures, systems, etc. Facilitate feedback from team members to one-up Manager
• 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
• Collaborate with other leaders and staff to ensure that all functions are fully integrated and are in accordance with the Company’s goals and objectives, ensuring that all SLA’s are met and/or exceeded, and to resolve issues and challenges

Key Qualifications

• Education: Minimum Required - Post Secondary or equivalent field experience
• Experience: Minimum Required - Minimum 2 years of progressive leadership experience, preferably within the insurance / financial services industry
• Strong people leadership skills with the proven ability to coach and mentor front line employees and to create 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 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 and creative 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. Adaptable to on-going change and lead by example
• A “take charge” attitude along with the ability to self-manage workload and priorities in a changing and evolving environment. This includes effective time management, multi-tasking, and prioritizing skills
• Demonstrated ability to prioritize own work and work of others; can work effectively under pressure and time constraints within a fast-paced environment
• Exceptional customer service orientation
• Advanced verbal, written, and interpersonal communication skills required to effectively communicate with all levels of employees and customers
• Understand the implications of data input, content, and quality to all systems, departments, and end customers
• Takes initiative to increase knowledge of Foresters Financial business and how own job contributes to our corporate and departmental objectives. Applies this knowledge to be productive and successful
• Advanced level proficiency with computer applications (Microsoft Office, Word, Excel)
• Knowledge of PMACS and PMACS web systems would be an asset
• Ability to work within the hours of Insurance Operations (8:00am – 6:00 pm)
• Must be available to work statutory holidays to support our US customers
• Must be willing to work extended hours, evenings, and weekends during peak periods as required to support changing conditions, customer demand, and business needs

#LI-Hybrid

Salary Range:

$65,000.00 - $95,000.00

The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.

Please note that this posting is intended to fill an existing vacancy; however, there may be instances where more than one vacancy is available for the same role.