Supervisor, Sales & Retention, Individual Channel

WHO WE ARE
When it comes to health were always looking for waysto push for better. Its why we were founded in the first 1957 ourfounder pharmacist William Wilkinson witnessed a mother sacrifice her healthby forgoing her own medicine to pay for her sick daughters prescription. Heknew there had to be a better way. So he introduced North Americas firstprepaid drug plan and GreenShield was born as a non-profit with a missionto support better health for all Canadians.

We arent just a health and benefits company. Werethe only non-profit social enterprise that brings worlds of coverage andcare together all in one place.
Were noble challengers purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body.

Our mission is to create better health for allCanadians and we know that starts with our employees.

THEROLE IN A NUTSHELL

Base Salary: CAD $74269.00 - 92837.00

As the Supervisor Sales & Retention you will lead a team of 1012 Licensed Insurance Advisors in a high-performance contact centre environment. You are accountable for driving sales outcomes elevating advisor capability through coaching and ensuring operational excellence all while reinforcing GreenShields social mission and customer-first mindset.

Key Responsibilities:

Sales Leadership & Performance

• Drive team sales performance across all lead types
• Monitor KPIs (conversion call quality adherence etc.) and take immediate action to close gaps
• Build a high-performance culture with clear expectations and accountability

Coaching & Development

• Delivery of structured ongoing sales coaching (call reviews side-by-sides etc.)
• Identify individual skill gaps and implement targeted development plans by working closely with our Health & Dental Specialist
• Reinforce best practices in needs-based selling objection handling and compliance etc.

Contact Centre Operations

• Oversee day-to-day operations of a phone-based sales team (scheduling queue management productivity)
• Ensure adherence to service levels QA standards and regulatory requirements
• Partner with QA Training and Workforce Management to optimize performance
• Ensure advisor licensing is kept up to date and complaint
• Work with new advisors to ensure all their sales are reviewed and meet compliance requirements

Technology & Innovation

• Actively leverage CRM QA platforms and reporting tools to drive insights and productivity
• Stay current with and champion emerging technologies (AI-assisted coaching automation digital sales tools)
• Use data to inform decisions and continuously improve team outcomes

People Leadership

• Build an engaged inclusive team environment with strong retention and morale
• Lead performance management recognition and career progression for advisors
• Model professionalism resilience and strong communication

Escalation Management

• Act as the first point of leadership support for all customer and advisor escalations to ensure escalations are handled consistently and within regulatory standards
• Resolve complex client situations with a customer-first retention-focused approach

Mission Alignment

• Champion GreenShields social mission in daily leadership and decision-making
• Ensure advisors connect product value to improving Canadians health and well-being

WHO WERE LOOKING FOR

• Education - College Diploma/University Degree
• Cert/Designations LLQP/HLLQP
• 5 years sales coaching experience in a contact centre environment with experience managing the day-to-day operations of a phone-based team
• Licensed across multiple Canadian provinces (not including QC)
• Strong working knowledge of contact centre technologies
• Health & Dental experience is preferred

THE CULTURE
We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyones voice is heard andvalued. Because thats what it takesto create better health for all. We dare to challenge the status quo. And weredriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. Thats why we provide aplace where you can be inspired challenged and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people arecritical to our overall success. Inclusivity makes us a stronger smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isnt just about personalachievements its about making adifference together.

Heres to Better Health for All!

AFEW MORE DETAILS
Proficiency in English is requiredfor this position. As part of this role you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition we aim to ensure that our employees can excel in their rolescollaborate and communicate effectively and contribute to the success of ourorganization.

GS supports diversity equity andinclusion in our teams and communities and we value the unique contributionsmade by all. Even if your experience doesnt align perfectly to everyrequirement we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions and ideate on interview questions. We also leverage AI for interview transcription support.

Required Experience:

Manager