Team Leader, Customer Care

The Team Leader Customer Care reporting to the Head of Customer Care Canada will be responsible for leading their team to deliver exceptional service. This role requires a proven leader with strong people management skills and a wealth of experience in overseeing service teams. The ideal candidate will thrive in a hands-on creative and solution-oriented environment with a clear focus on achieving key business KPIs.

The role demands a confident and decisive leader who takes initiative while staying aligned with both business goals and partner objectives. The Team Leader Customer Care will guide and authorize actions taken by the service team ensuring optimal customer support and upholding Neilsons high service standards. A proactive pragmatic approach is essential to effectively serve the department and maintain the excellence that Neilson is known for.

Duties and Responsibilities:

• Lead team performance by conducting regular 121 meetings coaching and implementing improvement plans as needed.
• Collaborate with Learning and Development to facilitate agent inductions and ensure ongoing team training.
• Monitor and manage team KPIs providing performance reports to the Group General Manager Customer Care. 
• Ensure team behaviour aligns with company values compliance standards and HR guidelines. Conduct weekly call calibrations coaching sessions and quality checks on communication. 
• Oversee leave requests attendance and conduct Return to Work meetings as necessary.
• Address escalated complaints in line with the companys complaints process and provide solutions for issues.
• Foster a high-energy results-driven environment by mentoring motivating and supporting the team.
• Manage team product and process queries ensuring continuous knowledge development.
• Track and report team performance identifying trends and areas for improvement.
• Handle rota management eLearning completion and team-building activities

Qualifications :

• Proven experience leading and managing teams to deliver outstanding customer service.
• Strong ability to build and enhance team performance through guidance coaching and development.
• Sound understanding of operational guidelines preferably within a regulated call centre environment (e.g. verbal scripting compliance processes and procedures).
• Hands-on leadership experience with the ability to manage a team effectively.
• Exceptional written and verbal communication skills.
• Ability to analyze business reporting metrics and deliver results against agreed KPIs.
• Solution-focused with the ability to create proactive solutions for day-to-day business demands.
• Life insurance industry experience is preferred but not essential.
• Intermediate/advanced proficiency in Microsoft Office.

What You Bring to the Table:

• Demonstrates Neilson values in behaviour and decision-making.
• Strong leadership qualities with the ability to drive team performance and motivation.
• Excellent communication and presentation skills both written and verbal.
• Detail-oriented ensuring high standards of service are always upheld.
• Passionate innovative and proactive with a drive to excel.
• High energy enthusiasm and a dynamic approach to challenges.
• Adaptable and flexible able to thrive in a fast-paced environment.
• Strong organizational skills and ability to prioritize effectively.
• A natural leader with coaching and mentoring capabilities.
• Professional demeanour with a positive can do attitude.

Additional Information :

If you are passionate about making a difference you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team we would love to hear from you!

Accessibility for Job Applicants:

We strive to make our job application process accessible to all individuals including those with disabilities. If you require accommodation at any stage of the application interview or selection process please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer:

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

Remote Work :

No

Employment Type :

Full-time