Supervisor, Embedded Contact Center Operations

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

As the Supervisor, Embedded Contact Center Operations plays a key role in establishing and overseeing foundational operational practices of the embedded distribution channel. This role has oversight of Contact Center Operations (Embedded Distribution) metrics and overall performance and provides direct leadership of Licensed Insurance Representatives (LIRs).

Coaching and developing your team, recruiting and selecting talent, recognizing achievements, and managing performance in an agile team environment.

Building and maintaining effective relationships, establishing rapport with business partners, and increasing opportunities to develop corporate trust and reputation.

Fostering a client-centric environment which includes addressing business processes and outcomes that impact the client while monitoring compliance related to corporate policies, industry standards and legal regulations.

Ensuring client and profitability growth by contributing to the achievement of overall sales and goals for the team’s line of business and participating in strategies to grow the business in the community.

Implementing and evaluating workflows, processes and procedures, identifying and initiating process improvements and supporting staff in understanding and maintaining commitment to the change process.

You build trusting relationships and provide feedback to enable the successful development of your team and colleagues.