Team Leader, Customer Care Services

3 weeks ago

Guelph, Canada Agricorp Full time

**The Role**:
The Team Leader will act as a hands-on functional and motivational leader that will enable the Customer Care Services team members in delivering efficient and effective front-line customer service to customers. In this role, you will:

- Work closely with the Specialist and Customer Care Representatives in creating work schedules and planning for appropriate level of people resources to match business cycles and forecasted volumes
- Maintain strong, positive relationships with Regional offices, agencies, producers as well as with insureds
- Collaborate in research for underwriting or claims investigations according to standards and protocols
- Watch for trends that indicate a need for revisions to the SOP or a need to create new processes
- Develop contingency plans to manage volume fluctuations and unanticipated interruptions
- Participate in annual business planning, resource planning and goal setting with Manager and peer team
- Escalate sensitive, high profile or high risk situations or issues so that customer needs are met in a timely manner
- Provide coaching to team members for improved performance, motivation and development
- Conduct formal performance management activities and provide documentation
- Oversee printing, document management services and data entry for policy administration
- Work with the Manager, Customer Care Services to recruit and develop new employees in accordance with corporate HR policies

**Job status**: Permanent

**Salary**: $67,672 - $79,613

**Work Status**: Full time in office, remote or hybrid work arrangements offered

**Qualifications**:

- Post-secondary degree or diploma in a related field, Business or Agricultural Sciences, related field or equivalent experience
- 5 + years of related customer service experience, preferably in a call centre, customer accounts, in the financial services, insurance sector and/or agricultural industry.
- Experience communicating with diverse stakeholders and clients
- Conflict resolution or dispute mediation experience an asset
- Proven experience in coaching, mentoring or leading others
- Supervisory experience an asset (I.e. Performance management, work scheduling, goal setting)

**Key Competencies**:

- **Leading teams** - Leads and supports the performance of a team towards achieving excellent results.
- **Client focus** - Provides service excellence to internal and external clients.
- **Initiative**:

- Identifies and deals with situations and issues proactively and persistently, seizing opportunities that arise.
- **Critical judgment, decision making and problem solving** - Uses critical judgment to make decisions and solve problems involving varied levels of complexity, ambiguity, and risk.
- **Conflict Management** - Recognizes that conflict can occur in many ways and interceding appropriately to resolve the situation.
- **Achieving quality results** - Focuses efforts on managing one’s self to achieve high quality results consistent with the organization’s standards and measures, while managing risk.
- **Planning and organizing** - Develops, implements, evaluates and adjusts plans to reach goals while ensuring the optimal use of resources.

**Background**:
**Agricorp, an agency of the government of Ontario**

Agricorp delivers government programs. These programs help protect the livelihood of over 47,000 Ontario farmers against the many risks farm businesses face every day. Our employees are skilled professionals who respond when industry and government need us, manage public funds with great care and integrity, and deliver a quality customer experience.

Agricorp helps grow Ontario agriculture. We underwrite $7 billion in risk each year. The agency was established in 1997, and in our first 25 years we made $7.5 billion in payments to farmers when they needed it most.

**We thank all applicants for their interest; however only those selected for an interview will be contacted directly.**:

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