Team Leader, Experience Center - Contact Center

Job Description

Key Responsibilities

Team Leadership, Performance & Development

• Lead and develop a high-performing team of Contact Center Representatives, ensuring individual and team service, quality, productivity, and compliance expectations are consistently achieved
• Provide ongoing coaching, feedback, and development through regular huddles, one-on-one meetings, development planning, and goal setting to build employee capability, accountability, and engagement
• Monitor individual and team performance metrics and provide timely coaching, feedback, and performance improvement plans to support employee success and achievement of established operational standards
• Manage day-to-day employee performance, attendance, conduct, and workplace concerns for assigned team members. Escalate complex, sensitive, or higher-risk employee relations matters to the Manager and Human Resources, as appropriate
• Participate in recruiting, interviewing, onboarding, and developing Contact Center Representatives while fostering a positive and inclusive team culture that supports retention and employee success
• Create and maintain a high-quality work environment that encourages participation, learning, collaboration, creativity, and accountability

Operational Service Delivery

• Manage the day-to-day operations of the assigned team and take timely action to address service, quality, productivity, and workflow gaps within established authority levels
• Manage attendance and schedule adherence for assigned team members while partnering with Workforce Management to support operational requirements
• Collaborate with the Quality team to reinforce established quality standards through call reviews, live side-by-sides, coaching, and follow-up actions
• Guide representatives in delivering accurate, professional, and efficient customer experiences, including one-and-done service where applicable
• Coach representatives to promote available digital platforms and support frontline troubleshooting within established processes
• Act as the first level of leadership support for customer and operational escalations (when necessary). Resolve issues within established authority levels and escalate complex, high-risk, or systemic matters as appropriate

Continuous Improvement & Reporting

• Monitor team-level results and provide leadership with accurate reports, summaries, investigations, risks, and observations related to assigned team operations
• Identify frontline operational challenges and process improvement opportunities and provide recommendations to management
• Support the implementation of approved process improvements within assigned teams and monitor adoption, employee understanding, and operational impact
• Build effective working relationships with internal partners to support timely issue resolution and effective service delivery

Change & Project Support

• Champion departmental change initiatives by preparing, coaching, and supporting assigned team members through process, technology, and organizational changes.
• Provide frontline operational expertise and participate in projects and initiatives impacting customer service operations, including user acceptance testing, business validation, regression testing, training support, communications, and readiness activities
• Communicate employee feedback, customer impacts, operational risks, and implementation considerations to project and departmental leadership
• Support implementation and stabilization of approved changes within the assigned team, while maintaining day-to-day service expectations

Key Qualifications

• Education (minimum required): College Diploma or University Degree is an asset
• Experience (minimum required): Minimum five years of progressive experience in a contact center environment, including demonstrated frontline leadership, coaching, or supervisory experience
• Insurance or financial services experience is an asset
• Demonstrated leadership skills, including the ability to motivate, coach, develop, and manage performance within an assigned team
• Sound judgment, discretion, accountability, and confidence when handling sensitive employee and customer situations
• Strong problem-solving and analytical skills to interpret team results, identify operational concerns, and recommend appropriate actions
• Demonstrated ability to lead employees through change, communicate expectations clearly, and reinforce adoption of new processes and technologies
• Strong customer experience orientation and commitment to employee development
• Ability to prioritize competing demands and work effectively in a fast-paced operational environment
• Strong interpersonal and communication skills with internal and external customers
• Intermediate to advanced proficiency with contact center technology, CRM platforms, workforce and quality tools, and Microsoft Office applications
• Technical aptitude to support employees and customers with basic troubleshooting of digital platforms, including mobile applications and online portals
• Working knowledge of relevant employment legislation, organizational policies, and performance management practices
• French or Spanish language capability is an asset
• Commitment to increasing knowledge of Foresters Financial, Insurance Industry (including LOMA 281 and 291) and understanding how the role contributes to departmental and corporate objective

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.