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Team Leader, Customer Service

Job ID : 6021
Category : Sonnet Insurance
Brand : Sonnet
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Montreal, Canada

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You Will:

  • Be an incredible leader to your team.  You will treat them as your “customers” ensuring they are supported, developed, mentored and recognize
  • You will lead our Customer Service Heroes to ground-breaking results in customer experience
  • To achieve these first two things, you will be spending the bulk of your time in some type of coaching, teaching, communicating or recognition-related activity such as:
  • Reviewing calls, emails and chats to provide helpful coaching and development weekly
  • Sharing your wisdom, insights and recommendations with our CSH team while reviewing their scorecard results with them
  • Ensuring there is a record from which to grow on by completing reporting, coaching forms and shift reviews
  • Completing other reports as required
  • Knowing your team, supporting them and recognizing when they do amazing things
  • Help to evolve this new contact centre in an organization obsessed with Customer Experience; it is all about the customer from design to servicing
  • Recruitment is critical; you will be part of hiring and cultivating a team of Insurance advisors
  • Be encouraged to pursue opportunities for growth and advancement
  • Partner with other departments to ensure strong two-way communication and that the Contact Centre gets the appropriate information to effectively handle our customer calls, chats and emails
  • Always champion the service philosophy in everything you do and every meeting you are in; you help us create the gold seal standard in customer service and you challenge others both in the Contact Centre and in the broader organization to live up to the standard

You Are:

  • Excellent at listening, making people feel heard and valued
  • A believer in servant leadership and an eternal student of service
  • Someone with a minimum on 3-5 years leadership experience.  Someone that has previous experience as a leader in a world-class customer service environment (preferably call center) with a strong track record of leading teams to new levels in employee engagement and customer satisfaction
  • A licensed leader with their AMF License 
  • Bi-lingual (French/English) is a must.
  • A natural coach with experience in reviewing calls, emails and chats and providing motivational development to your team
  • Someone with excellent reporting and analytical skills
  • Someone with a good understanding of call centre processes and technology best practices, including workforce management, telephony, IVR, CRM and more
  • A master at handling escalations and at mentoring your team to do so
  • Someone with a strong work ethic who leads by example, works hard, plays hard and expects nothing less from those around you
  • Someone who is not afraid to ask others for help when needed
  • Flexible to work at different times in order to run this operation

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Go ahead and expect a lot — you deserve it, and we’ve got it: 

  • Hybrid work schedule for most roles
  • Company share ownership program
  • Pension and savings programs, with company-matched RRSP contributions
  • Paid volunteer days and company matching on charitable donations
  • Educational resources, tuition assistance, and paid time off to study for exams
  • Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
  • Wellness and recognition programs
  • Discounts on products and services

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected]

Background checks
This role requires successful clearance of a background check (including criminal checks and leadership references).


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