Manager, Digital Contact Centre

Job ID : 8048
Category : Sonnet Insurance
Brand : Sonnet
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Toronto, Canada
Posting Range : $77,100 - $142,000

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Sonnet is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

The Manager, Sonnet Digital Contact Centre contributes to the overall profitable growth of Sonnet business by executing our overall business strategy.  You will effectively manage and provide oversight of our licensed Insurance Advisors who are accountable for delivering guidance, expert advice and superior sales, retention and service experiences when assisting customers with their insurance needs via phone, chat and email. The Primary focus of this role is building and overseeing our sales and retention initiatives playing a meaningful role in driving growth, retention and deepening service engagement. 

In this role you will also be accountable for developing and implementing service strategies to provide support, through multiple contact channels, that meets or exceeds customer expectations.  You will define, implement, and evolve the customer experience related to their interactions within your teams. Ensuring we deliver best in class Sales and Service delivery to customers across the country, accountable for driving results in the Sales and Customer Service outcomes, and for achieving financial goals and targets. This also includes planning and executing sales strategies that support marketing campaigns and other business development initiatives.

You will support your leadership team ensuring they are managing and developing a high-performance team. You will partner closely with key stakeholders across our organization e.g. Underwriting Operations, Training & Quality shared services teams to ensure the team is operating within the defined risk appetite making sure profitability is not compromised by our growth.  

What can you expect from this role?

Sales and Retention

  • Develop and implement customer success strategies, processes, and best practices to enhance customer experience and drive sales and retention capabilities that contribute to revenue and growth.
  • Develop departmental/functional plans, including priorities, to address resource and operational needs and challenges
  • Identify opportunities for upselling and cross-selling by understanding customer needs and pain points
  • Represent the voice of the customer within the organization, advocating for their needs and providing feedback to drive product enhancements with Sales and Retention
  • Build a customer centric, sales and retention culture that highlights opportunities and enables our advisors to deliver high-impact customer experiences that add long-term value to the customer, your organization and society.
  • Evolve relationships with external stakeholders and cross functional teams to align initiatives and execution of business strategy.

KPI Management 

  • Responsible for key drivers related to Customer Service, including Service Level, Abandonment rate, Average Speed of Answer, Customer Experience, etc. Interpret data on customer interactions and leverage reporting functionality to monitor and align team performance and overall achievement of Service Level Agreements. 
  • Ensure barriers to KPI achievement are readily identified and solutioned.
  • Continue to review and identify opportunities to evolve KPI targets as business needs change. 

Performance and Coaching 

  • Develop, coach/mentor and manage the performance of direct reports, including identification of areas where performance improvement plans are needed to ensure achievement of business, functional and individual goals as well as performance against defined KPIs          
  • Complete regular coaching sessions with direct reports to ensure a high performing leadership team

Quality Monitoring 

  • Establish quality and efficiency standards with new channels and ensure that these standards are measured and reviewed on an ongoing basis in partnership with the Quality team. Support the development and implementation of action items to address gaps in quality.

Engagement and Recognition 

  • Support employee recognition and engagement activities. Activities may include supporting the development and release of engagement surveys, encouraging participation in the survey, analyzing engagement scores in comparison to targets and developing/ executing/monitoring targeted engagement action plans.

Continuous Improvement 

  • Identify, implement, and support continuous process improvements to drive increased productivity, efficiency, employee experience, and customer satisfaction. 
  • Drive a culture of continuous improvement by consistently challenging traditional ways of thinking.

What do you bring to the role?

  • University Degree / College diploma or equivalent experience
  • 5+ years of property casualty insurance / underwriting experience with prior people leadership experience
  • Passionate about Customer Engagement and Sales with a demonstrated track record of visionary execution and experience deploying customer success best practices, methodologies, and tools
  • Proven track record in leading and motivating sales and/or retention teams, fostering a collaborative and customer-centric culture
  • Proficiency in data analysis and reporting, with the ability to derive insights from customer data
  • Excellent oral and written communication, negotiation and stakeholder management skills 
  • Knowledge of Guidewire, Salesforce and Five9 an asset
  • High level of initiative, self-motivation, and ability to work independently to execute multiple projects under tight deadlines that drive key business results
  • Demonstrates a high degree of change management experience and interpersonal skills

What are our hours of operation?

Sonnet Digital Contact Centre hours of operation are Monday to Friday, 8 a.m. to 6 p.m. All applicants must be able to work shifts during these hours. The hours are subject to change in future if the business needs change. 

At Sonnet, we have a hybrid work model which incorporates a blend of in-person and remote work centered on connection, collaboration, communication, coaching and celebration.  Call Centre Management is required to work in office a minimum of 2 days per week.  This is subject to change as our hybrid model continues to evolve or where there is a business need to attend the office >2 days. The ability to work remotely requires the need for a private and comfortable workspace, in addition to an excellent internet connection.

Salary range is $77,100 - $142,000

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).

#LI-Hybrid

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