Career Opportunity

Role Title

Team Leader, Experience Center - Contact Center

Purpose of role

The Team Leader is responsible for the day-to-day leadership, coaching, engagement, and performance of an assigned team of Contact Center Representatives. This role ensures team members consistently deliver high-quality customer experience while meeting established service, quality, productivity, and compliance expectations. The Team Leader executes departmental strategies (as outlined by the department Director and Manager), supports operational change initiatives, and serves as the first point of leadership support for frontline employees and customer escalations.

Job Description

Key Responsibilities

Team Leadership, Performance & Development 

• Lead and develop a high-performing team of Contact Center Representatives, ensuring individual and team service, quality, productivity, and compliance expectations are consistently achieved

• Provide ongoing coaching, feedback, and development through regular huddles, one-on-one meetings, development planning, and goal setting to build employee capability, accountability, and engagement

• Monitor individual and team performance metrics and provide timely coaching, feedback, and performance improvement plans to support employee success and achievement of established operational standards

• Manage day-to-day employee performance, attendance, conduct, and workplace concerns for assigned team members. Escalate complex, sensitive, or higher-risk employee relations matters to the Manager and Human Resources, as appropriate

• Participate in recruiting, interviewing, onboarding, and developing Contact Center Representatives while fostering a positive and inclusive team culture that supports retention and employee success

• Create and maintain a high-quality work environment that encourages participation, learning, collaboration, creativity, and accountability

Operational Service Delivery 

• Manage the day-to-day operations of the assigned team and take timely action to address service, quality, productivity, and workflow gaps within established authority levels

• Manage attendance and schedule adherence for assigned team members while partnering with Workforce Management to support operational requirements

• Collaborate with the Quality team to reinforce established quality standards through call reviews, live side-by-sides, coaching, and follow-up actions

• Guide representatives in delivering accurate, professional, and efficient customer experiences, including one-and-done service where applicable

• Coach representatives to promote available digital platforms and support frontline troubleshooting within established processes

• Act as the first level of leadership support for customer and operational escalations (when necessary). Resolve issues within established authority levels and escalate complex, high-risk, or systemic matters as appropriate

Continuous Improvement & Reporting 

• Monitor team-level results and provide leadership with accurate reports, summaries, investigations, risks, and observations related to assigned team operations

• Identify frontline operational challenges and process improvement opportunities and provide recommendations to management

• Support the implementation of approved process improvements within assigned teams and monitor adoption, employee understanding, and operational impact

• Build effective working relationships with internal partners to support timely issue resolution and effective service delivery

Change & Project Support 

• Champion departmental change initiatives by preparing, coaching, and supporting assigned team members through process, technology, and organizational changes. 

• Provide frontline operational expertise and participate in projects and initiatives impacting customer service operations, including user acceptance testing, business validation, regression testing, training support, communications, and readiness activities

• Communicate employee feedback, customer impacts, operational risks, and implementation considerations to project and departmental leadership

• Support implementation and stabilization of approved changes within the assigned team, while maintaining day-to-day service expectations

Key Qualifications

• Education (minimum required): College Diploma or University Degree is an asset
• Experience (minimum required): Minimum five years of progressive experience in a contact center environment, including demonstrated frontline leadership, coaching, or supervisory experience
• Insurance or financial services experience is an asset
• Demonstrated leadership skills, including the ability to motivate, coach, develop, and manage performance within an assigned team
• Sound judgment, discretion, accountability, and confidence when handling sensitive employee and customer situations
• Strong problem-solving and analytical skills to interpret team results, identify operational concerns, and recommend appropriate actions
• Demonstrated ability to lead employees through change, communicate expectations clearly, and reinforce adoption of new processes and technologies
• Strong customer experience orientation and commitment to employee development
• Ability to prioritize competing demands and work effectively in a fast-paced operational environment
• Strong interpersonal and communication skills with internal and external customers
• Intermediate to advanced proficiency with contact center technology, CRM platforms, workforce and quality tools, and Microsoft Office applications
• Technical aptitude to support employees and customers with basic troubleshooting of digital platforms, including mobile applications and online portals
• Working knowledge of relevant employment legislation, organizational policies, and performance management practices
• French or Spanish language capability is an asset
• Commitment to increasing knowledge of Foresters Financial, Insurance Industry (including LOMA 281 and 291) and understanding how the role contributes to departmental and corporate objective

Salary Range:

$65,000.00 - $95,000.00

 

The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.

Please note that this posting is intended to fill an existing vacancy; however, there may be instances where more than one vacancy is available for the same role.

Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.

Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email [email protected] in advance of your appointment.

Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.