Team Leader, Customer Care

3 weeks ago

Winnipeg, Canada Definity Full time

**Team Leader, Customer Care**:
Job ID : 6333
Category : Petline Insurance
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Winnipeg, Canada

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Definity includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. With strong roots that date back to 1871, we’ve grown to become a digital leader in the insurance industry. We’re proud to help our clients and communities adapt and thrive in a world of constant change.

Our promise to you: It’s better here. Why? Because we CARE, and we provide an employee experience that’s collaborative, ambitious, rewarding, and empowering.

Our ambition is to be one of Canada’s leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

Definity offers a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Leader’s partner with their teams to find the right balance of on-site and remote work that best meets the needs of their teams, colleagues, brokers and customers, while ensuring collaboration, teamwork and accountability for goals.

**Your Responsibilities**
- Leading and supporting an engaged, high-performance team through employee sales/ service development, performance management, coaching and team effectiveness
- Driving compliance with quality assurance measurements to meet corporate objectives
- Leading on the implementation of continuous improvement initiatives to grow and retain business
- Collaborating with the management team to support and deliver upon service excellence, sales, service level and retention targets
- Providing support and resolution strategies for clients and client escalations
- Participating in call calibration sessions to support ongoing quality assurance
- Participating in devising operational plans to achieve strategic goals
- Tracking, reporting and responding to metrics through adaptation of coaching and operational plans to meet sales, retention, service and quality targets

**Your Skills and Experience**
- Post-secondary degree/diploma or equivalent combination of education and experience
- General Insurance License, Level 2
- Strong communication and negotiation skills
- Able to remain calm and effective while working under pressure
- Professional, friendly and courteous — bonus points for a good sense of humour
- Able to successfully build effective business relationships
- Able to promote and contribute to a positive work environment by encompassing our values

**Go ahead and expect a lot — you deserve it, and we’ve got it**:

- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services

**Background checks**
This role requires successful clearance of a background check (including criminal checks and leadership references).

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