Supervisor, Embedded Contact Center Operations

#IN-DNI #LI-DNI

Company: CGIC
Department: Client Experience
Employment Type: Temporary Full-Time (9 months)
Work Model: Hybrid (2 days in office)
Language: This role operates in English.
Additional Information: This/these role(s) is/are currently vacant

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

As the Supervisor, Embedded Contact Center Operations plays a key role in establishing and overseeing foundational operational practices of the embedded distribution channel. This role has oversight of Contact Center Operations (Embedded Distribution) metrics and overall performance and provides direct leadership of Licensed Insurance Representatives (LIRs).

How you will create impact:

• Coaching and developing your team, recruiting and selecting talent, recognizing achievements, and managing performance in an agile team environment.
• Building and maintaining effective relationships, establishing rapport with business partners, and increasing opportunities to develop corporate trust and reputation.
• Fostering a client-centric environment which includes addressing business processes and outcomes that impact the client while monitoring compliance related to corporate policies, industry standards and legal regulations.
• Ensuring client and profitability growth by contributing to the achievement of overall sales and goals for the team’s line of business and participating in strategies to grow the business in the community.
• Implementing and evaluating workflows, processes and procedures, identifying and initiating process improvements and supporting staff in understanding and maintaining commitment to the change process.

How you will succeed:

• You build trusting relationships and provide feedback to enable the successful development of your team and colleagues.
• You foster innovation and continuous improvement with a focus on client experience.
• You facilitate the adoption of change and create a high-performance culture through alignment of your team’s work with organizational goals.
• You successfully convey messages and demonstrate openness to exploring alternative points of view.
• You use critical thinking to guide decision making and apply a strategic mindset to adjust business plans based on shifting priorities.

To join our team:

• You have three to five years of experience in insurance, contact centers, financial services or a related field.
• You have a post-secondary degree/diploma in Business, Finance or a related discipline.
• You hold a General Insurance License and holding a Commercial Insurance License or the Chartered Insurance Professional (CIP) designation is an asset.
• You have a strong knowledge of key performance indicators for the sales, service, claims and compliance disciplines along with a working knowledge of statistical methods and management dashboards, including concepts related to financial performance is an asset.
• You have a comprehensive knowledge of the Auto and Habitational suite of products and their underwriting guidelines.

What you need to know:

• This role operates in a contact center environment where a high level of audio and visual concentration is required for periods of time.
• You will travel occasionally.
• Extended work hours, including weekends, may be required.
• As a leader, strict confidentiality is required with respect to sensitive matters and employees’ personal information.
• You will be subject to a background check as a condition of employment, in the event you are the successful candidate.

What's in it for you?:

• Training and development opportunities to grow your career.
• Flexible work options to support personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Volunteer opportunities to give back to your community.

Salary information​

Expected salary/hourly range is $72,847.00 to $121,411.00 CAD

​The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.​

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