Sales Contact Centre Manager

Neilson Financial Services Ltd; Toronto; On-site; CAD 113,000 - 138,000; Full time

Job summary

Neilson Financial Services is seeking a driven Sales Contact Centre Manager to lead a team of Sales Managers and Advisors in a fast-paced, outbound-focused environment based in Toronto/Calgary.

You will coach, develop high-performing teams, monitor KPIs, ensure compliance, and deliver exceptional customer experience while driving aggressive sales results. Reporting to the GM, Sales, you will recruit skilled managers and prepare performance reports to align sales tactics with business objectives.

Qualifications

• Proven success leading sales managers and team leaders in a contact centre or similar high-volume setting.
• Track record of meeting/exceeding outbound sales targets with performance coaching.
• Knowledge of regulatory requirements, QA practices, and compliance integration into sales processes.

Responsibilities

• Oversee a team of Sales Managers, set performance goals, and ensure accountability for results.
• Provide coaching, mentoring, and feedback to maintain motivation and address underperformance.
• Monitor KPIs, implement improvement plans, and drive target attainment.
• Manage daily workflows to improve efficiency and resource utilization.
• Ensure adherence to policies, regulatory standards, and QA guidelines.
• Balance sales targets with delivering outstanding customer service and a customer-centric approach.

Skills

Sales management

Outbound sales

Performance management

Coaching

CRM systems

Education

Bachelor's degree in Business Administration or related field

LLQP certification (asset)

Tools

CRM software

Job description

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. We have evolved from our origins in the UK, where the business was launched in 2012, to become an award‑winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.

We are seeking a driven and experienced Sales Contact Centre Manager to lead and inspire a team of Sales Managers and Sales Advisors in a fast-paced, outbound-focused sales environment. Reporting to the GM, Sales and based in Toronto/Calgary, this individual will oversee the day-to-day operations of the contact centre, ensuring teams consistently meet and exceed performance targets, adhere to compliance standards, and deliver an outstanding customer experience.

This role requires a proven leader who excels at coaching, developing high-performing teams, and driving sales results. A passion for cultivating a positive culture of continuous improvement and an unwavering commitment to customer satisfaction is essential.

Key Responsibilities

• Oversee a team of Sales Managers, set performance goals, and ensure accountability for results.
• Provide continuous coaching, mentoring, and feedback to maintain motivation, recognize achievements, and address underperformance.
• Monitor individual and team KPIs, implement improvement plans, and drive aggressive target attainment.
• Oversee daily workflows to ensure efficiency, reduce bottlenecks, and maximize resource utilization.
• Uphold adherence to company policies, regulatory standards, and QA guidelines.
• Balance sales objectives with exceptional service, embedding a customer-centric approach across all teams.
• Gather feedback, analyze satisfaction metrics, and champion continuous improvements to the customer journey.
• Collaborate with HR and the GM, Sales to recruit skilled managers and advisors, identify skill gaps, and deliver targeted training.
• Prepare reports on performance trends, risks, and opportunities, using insights to refine sales tactics and recommend strategic improvements.

Qualifications

• Demonstrated success managing Sales Managers and/or Team Leaders in a contact centre or similar fast-paced sales environment.
• Consistent record of meeting or exceeding sales targets, with strong knowledge of outbound sales strategies and performance management.
• Familiarity with regulatory requirements, quality assurance best practices, and the ability to integrate compliance into the sales process.
• Outstanding written and verbal communication skills, able to inspire teams and collaborate effectively with senior leadership.
• Strong capacity to interpret sales metrics, identify trends, troubleshoot issues, and propose effective solutions.
• Excellent time management and prioritization skills, capable of balancing multiple projects in a fast-paced setting.
• Comfortable with CRM systems, contact centre technology, and performance tracking tools.
• Able to merge business objectives with a customer-first approach, ensuring outstanding service and compliance.

Experience & Education

• Minimum 3+ years in sales management in a contact centre or comparable sales environment.
• History of successfully driving sales performance and developing high-performing teams.
• Bachelor’s degree in Business Administration, Marketing, or a related field is preferred; relevant experience will also be considered.
• Certifications in sales leadership, contact centre management, or LLQP (Life License Qualification Program) are an asset.

Base Salary Range: $125,000 (Final compensation will be determined based on the successful candidate’s skills, experience, and overall qualifications.)

This posting is intended to fill an existing vacancy, with a headcount requirement of 1 position.

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.

We use AI to assist with parts of our screening process and for interview note‑taking. All hiring decisions are made by humans.