Team Leader, Customer Service

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.

Reporting to the Manager, Customer Service, you will be responsible for leading a team of Insurance Agents within the Montreal Sonnet Digital Contact Center.

You will focus on achievement of Service Level targets and ensure the team is providing unparalleled sales and service support to our customers while effectively managing performance against key performance indicators. This requires a motivational leader, knowledgeable in all aspects of Insurance with a track record of building loyal, motivated, and caring teams.  

You will need to influence, negotiate, and collaborate with internal partners.

The Team Leader Sonnet Customer Service, is key in ensuring that valuable “Voice of the Customer” insights received through customer calls, chats, emails, and social media are shared and leveraged throughout the company, driving systemic improvement throughout the organization.  

This is a critical role in ensuring we can disrupt the Insurance industry and lead in the new digital world.

What can you expect in this role?

Be an incredible leader to your team.  You will treat them as your “customers” ensuring they are supported, developed, mentored and recognized.

You will lead our Insurance Agents 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 Insurance Knowledge, insights and recommendations with our Insurance Agents while reviewing their Quality scorecard results with them.
• Ensuring there is a record from which to grow on by completing reporting, coaching forms and quality reviews. 
• Completing other reports as required.
• Support achievement of Sonnet’s Service Level targets, ensuring barriers to success are readily identified and solutioned.
• Knowing your team, supporting them, and recognizing when they do amazing things.
  • Be encouraged to pursue opportunities for growth and advancement.
  • Partner with other departments to ensure strong two-way communication and that the Sonnet Digital Contact Centre can effectively handle our customer calls, chats, and emails.
• Ensuring team adherence to our underwriting guidelines, operational processes and authority levels.
• Supporting the team in Sales and Retention initiatives.
• Always champion the sales and service philosophy in everything you do and every meeting you are in; you help us create the gold seal standard in Insurance customer service and you challenge others both in the Contact Centre and in the broader organization to live up to the standard.

You Will be Measured On:

• The metrics that matter the most - Employee and Customer Satisfaction:
  • World-class service as demonstrated by the Contact Centre having amazing Quality Scores, Customer Compliments, Sales, Retention and Customer Satisfaction measures. 
  • Leadership and ability to motivate and inspire as measured by high employee satisfaction, low absenteeism, turnover, internal promotions.
• Team Commitment as measured by employee engagement survey results.
• * For Internal Candidate must have endorsement from their leader to apply for this position

What do you bring to the role?

• Excellent at listening, making people feel heard and valued.
• A believer in servant leadership and an eternal student of service
• 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
• You have acquired 3+ years of property & casualty experience.
• You are AMF Licensed.
• You are bilingual fluent in French and English
• Someone with a strong understanding of Insurance sales and service , as well as call center processes and technology best practices.
• A master at handling customer escalations and at mentoring your team to do so.
• Someone with a solid work ethic who leads by example, works hard, plays hard and expects nothing less from those around you.
• Successfully maneuvers difficult conversations with ease while exercising empathy, patience, professionalism, and positive language.
• Flexible to work at different times to effectively run the contact center operation.

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 leadership is required to work in office a minimum of 1 day 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 >1 day. The ability to work remotely requires the need for a private and comfortable workspace, in addition to an excellent internet connection.

High degree of proficiency with English and French required to service customers, both internal to the company and external, across Canada. 

Salary Range: $69,000 - $127,000

Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

• 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

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.  In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot — you deserve it.
It's better here — but don't take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

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 background checks (including criminal checks and leadership references).

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