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Team Leader, Experience Center - Contact Center

Foresters Financial Services, Inc. -
Toronto, ON

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Job details

Full-time
$65,000–$95,000 a year
2 days ago

Qualifications

CRM software
French
Spanish
Operations management
Call center experience
Mobile applications
Coaching
Employee relations
Microsoft Office
Performance management
Change management
Analysis skills
Supervising experience
Bachelor's
Continuous improvement
Decision making
Client services
Human resources
Customer service orientation
Recruiting
Interviewing
Regression testing
Financial services
Training & development
College diploma
On-the-job coaching
Leadership
Team motivation
Communication skills
Client interaction
Business process improvement
Help desk
Analytics

Full job description

Career Opportunity

Role Title

Team Leader, Experience Center - Contact Center

Purpose of role

The Team Leader is responsible for the day-to-day leadership, coaching, engagement, and performance of an assigned team of Contact Center Representatives. This role ensures team members consistently deliver high-quality customer experience while meeting established service, quality, productivity, and compliance expectations. The Team Leader executes departmental strategies (as outlined by the department Director and Manager), supports operational change initiatives, and serves as the first point of leadership support for frontline employees and customer escalations.

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.

Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.

Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email [email protected] in advance of your appointment.

Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.

Apply Now

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Team Leader, Experience Center - Contact Center

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