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Sales Contact Centre Manager
3 weeks ago
At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.
We are seeking a driven and experienced **Sales Contact Centre Manager** to lead and inspire a team of Sales Managers and Sales Advisors in a fast-paced, outbound-focused sales environment. Reporting to the GM, Sales and based in Calgary, this individual will oversee the day-to-day operations of the contact centre, ensuring teams consistently meet and exceed performance targets, adhere to compliance standards, and deliver an outstanding customer experience.
This role requires a proven leader who excels at coaching, developing high-performing teams, and driving sales results. A passion for cultivating a positive culture of continuous improvement and an unwavering commitment to customer satisfaction is essential.
**Key Responsibilities**
- Oversee a team of Sales Managers, set performance goals, and ensure accountability for results.
- Provide continuous coaching, mentoring, and feedback to maintain motivation, recognize achievements, and address underperformance.
- Monitor individual and team KPIs, implement improvement plans, and drive aggressive target attainment.
- Oversee daily workflows to ensure efficiency, reduce bottlenecks, and maximize resource utilization.
- Uphold adherence to company policies, regulatory standards, and QA guidelines.
- Balance sales objectives with exceptional service, embedding a customer-centric approach across all teams.
- Gather feedback, analyze satisfaction metrics, and champion continuous improvements to the customer journey.
- Collaborate with HR and the GM, Sales to recruit skilled managers and advisors, identify skill gaps, and deliver targeted training.
- Prepare reports on performance trends, risks, and opportunities, using insights to refine sales tactics and recommend strategic improvements.
**Qualifications**
- Demonstrated success managing Sales Managers and/or Team Leaders in a contact centre or similar fast-paced sales environment.
- Consistent record of meeting or exceeding sales targets, with strong knowledge of outbound sales strategies and performance management.
- Familiarity with regulatory requirements, quality assurance best practices, and the ability to integrate compliance into the sales process.
- Outstanding written and verbal communication skills, able to inspire teams and collaborate effectively with senior leadership.
- Strong capacity to interpret sales metrics, identify trends, troubleshoot issues, and propose effective solutions.
- Excellent time management and prioritization skills, capable of balancing multiple projects in a fast-paced setting.
- Comfortable with CRM systems, contact centre technology, and performance tracking tools.
- Able to merge business objectives with a customer-first approach, ensuring outstanding service and compliance.
**Experience & Education**
- Minimum 3+ years in sales management in a contact centre or comparable sales environment.
- History of successfully driving sales performance and developing high-performing teams.
- Bachelor’s degree in Business Administration, Marketing, or a related field is preferred; relevant experience will also be considered.
- Certifications in sales leadership, contact centre management, or LLQP (Life License Qualification Program) are an asset.
If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you
**Accessibility For Job Applicants**
**Equal Opportunity Employer
