Call Centre Team Manager

Hi were HUB!

We are proud to be ranked 5th among the worlds largest insurance brokerages where we advise businesses and individuals on how to reach their goals. When you partner with us youre at the center of a vast network of risk insurance employee benefits retirement and wealth management specialists that bring clarity to a changing world with tailored solutions and unrelenting advocacy so youre ready for tomorrow.

The Opportunity!

Do you have an entrepreneurial spirit that enjoys being challenged by the opportunity to grow the business while simultaneously investing in the development and success of others If so this is the CAREER for you!

We are seeking a proactive innovative and results-driven Call Centre Team Manager to lead our team of insurance sales professionals. You will lead a distributed team to deliver a best-in-class client experience. A coach and a motivator you will drive the business forward through your leadership and focus on the vision goals and purpose of this team. You will seek out efficiencies and drive improvements to our processes ensuring our service offering meets and exceeds client expectations.

A Day in the Life

Business Development:

• Execute on annual business plans to exceed targets and maximize every opportunity for growth.

• Drive initiatives to expand existing client relationships by promoting additional insurance products and services.

• Develop and implement strategies to enhance client satisfaction and ensure high retention rates.

• Actively participate in business and industry communities to build a network that improves our presence and reputation.

Talent Management:

• Provide a positive work environment that attracts retains and motivates talent.

• Inspire your team to excellence and support them in achieving their highest performance potential.

• Sales-focused coaching through side-by-side sessions one-on-ones huddles and team meetings.

• Handle recruitment onboarding and training of new team members.

• Ensure high employee engagement through career planning development and identifying future leadership talent.

• Performance management including KPI achievement attendance procedural compliance and real-time coaching.

• Commit to continuous learning and development initiatives.

Operational:

• Schedule team members effectively to meet business needs in coordination with branch regional and workforce planning partners.

• Assist regional leadership in overseeing daily operations and service commitments.

• Manage call quality monitoring statistical performance tracking scheduling and administrative tasks.

• Conduct quality assessments and consistent coaching in accordance with HUB Best Practices and Client Experience Standards.

• Monitor live queues and inboxes daily to ensure client responsiveness and conversion optimization.

• Support process improvements and participate in strategic projects.

• Provide technical support to team members regarding systems and product knowledge.

• Ensure compliance with documentation inventory and hardware processes and audits.

• Submit payroll and commission entries via Workday.

• Ensure adherence to regulatory and company policies.

• Manage escalations special projects and service inquiries.

What You Will Bring to Our Team:

• Level 2 Insurance License (required)

• Minimum 23 years of experience in a lead or supervisory role

• 5 years experience in the insurance brokerage industry preferred

• Extensive ICBC and private auto experience

• Fluent with brokerage and carrier technologies

• Strong call center and sales leadership experience

• Strong communication skills with the ability to influence outcomes

• Team-oriented mindset and motivational leadership style

• Excellent organizational time management and adaptability skills

• Designation(s) such as CAIB CIP FCIP or CRM an asset

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