Team Lead, Auto Insurance

7 days ago

Burnaby, British Columbia, Canada Waypoint Full time

Waypoint Burnaby, British Columbia, Canada

Team Lead, Auto Insurance

Are you an energetic, organized, self-starter with a desire to help people? As a leader in the Contact Center, you would be accountable for ensuring the sales team delivers a high level of internal/external customer service. You and the team will be responsible for aiding our clients in the renewal of their ICBC auto insurance policy. You will work directly with Contact Center management to ensure that all KPIs are set and achieved, and the team is engaged and performing at a high level. In addition to this, you will look to optimize sales and service levels through automation and continuous improvement while participating in the day-to-day work. This position requires attention to detail, strong sales skills, organizational skills, and the ability to motivate others. You will help lead an exciting, upbeat team that contributes to corporate success by ensuring a relentless focus on auto insurance calls and sales.

RESPONSIBILITIES:

  • Help lead a large team of auto insurance professionals
  • Handle insurance renewals and client contact with the purpose of renewing their insurance
  • Oversee and manage the digital technology within the insurance CC department
  • Manage and handle client complaints to ensure a fair and positive outcome
  • Build a team environment to deliver on the established KPIs
  • Organize and assign renewal lists to agents for outbound calling
  • Work with the Lease Administration team on the digital client renewal experience and timelines
  • Track and monitor sales to call ratios and call volumes
  • Prioritize work duties with team members
  • Train and coach licensed agents in sales, client contact, ICBC, and processing
  • Build effective Policies and Procedures to mitigate risks and foster consistency within the department
  • Problem-solve to address production and processing issues
  • Take on duties of the Insurance Administration team as required to ensure the work gets done
  • Create a positive work environment for the Insurance Renewal team
  • Complete a daily sales huddle to ensure focus and achievement of revenue and growth targets
  • Other duties as assigned

REQUIREMENTS:

  • Minimum 1-2 years of experience in the insurance industry
  • High school diploma and Level 2 insurance license, or is working towards obtaining it
  • Prior supervisory experience is an asset
  • Strong ICBC knowledge and familiarity with how the private auto markets in BC
  • Strong problem-solving skills, leadership, and customer service skills
  • Strong attention to detail
  • Enjoy working with people and coaching others
  • Good communication and multi-tasking skills
  • Ability to critically think and resolve problems
  • Ability to learn new software and process information quickly

Waypoint is actively committed to supporting diversity, equity, and inclusion. We serve and recognize and respect human differences and similarities. We value the diversity of people and actively encourage women, indigenous peoples, members of visible minorities, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ2+) persons to apply.

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service and Sales

Industries

Insurance

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