Supervisor, Sales

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, Zolo, and Flexiti Financial Inc., provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

At QFG, we have a culture of innovation where technology serves people—both our team and our customers. We see AI as a collaborative and transformative enabler, and we are seeking forward-thinking individuals who can effectively integrate it into their daily work. The ideal candidate will be a catalyst for change, helping us use AI to create a more efficient and rewarding employee experience while also developing cutting-edge solutions that delight and serve our customers. Join us in shaping a future where AI empowers our team to do their best work and helps us deliver unparalleled customer experiences.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.

What's in it for you as an employee of QFG?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

We're looking for our next Supervisor, Sales. Could It Be You?

As a Sales Supervisor, you will supervise, direct and coordinate a team of sales representatives. You will help monitor agents performance and proactively help address agents questions and customer concerns.

In addition, the Sales Supervisor acts as a liaison between Sales and other departments to ensure Sales activities are in-line with department strategies.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

• Supervise sales team and team of direct reports (both local and remote)
• Ensure staff are adhering to their WFM schedule
• Motivate staff and ensure they are meeting their personal performance targets on daily/weekly/monthly basis
• Ensure staff are meeting their individual conversion percentage targets
• Help monitor phone, chat and email queues, to ensure service level agreements are being met
• Provide ongoing coaching and mentoring advice and resources to all sales staff in their team and across the Sales department
• Participate in agent's monthly Service Quality review meetings
• Assist team lead in role play sessions as necessary
• Triage and handle poor CSAT score escalations if team lead is unavailable
• Handle real-time customer escalations
• Ensure our "We Care" values are being met during customer interactions
• Seek process/procedures improvements
• Help communicate department/company policy and procedure changes
• Facilitate and lead weekly/monthly team meetings and one-on-one meetings
• Handle special projects as assigned by the Senior Leadership team
• Assist in department recruiting and hiring
• Liaise with interdepartmental leaders as needed
• Back up other team functions as business requires
• Participate in weekly leadership meetings
• Remain subject matter expert on Questrade products and services

So are YOU our next Supervisor, Sales? You are if you…

• Excellent communication and organisation skills
• Contact centre experience ideally in financial services
• Post secondary degree/diploma in related field
• Proficient with contact centre technology and software applications i.e. WFM, SMS/Chatbots, Salesforce, Genesys

Additional kudos if you…

Professional Development Recommendations:

• "Learn to Lead" development training
• CSC
• CPH
• OLC
• DFC
• FLC

Sounds like you? Click below to apply

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.