Team Leader, Customer Service- Petline

Starr Underwriting; Winnipeg; On-site; CAD 69,000 - 127,000; Full time

Job summary

A leading company in the insurance sector seeks a Sales Leader to drive team performance and sales strategies. This role involves coaching and developing a sales team while optimizing customer service initiatives. The ideal candidate will have a strong track record in sales leadership and a commitment to service excellence.

Qualifications

• Minimum 3-5 years in a sales leadership or supervisory role, ideally in customer service.
• Proven track record in sales and team development.
• Experience in designing sales training programs a strong asset.

Responsibilities

• Lead, motivate, and support a high-performing sales team.
• Oversee sales initiatives and identify performance gaps.
• Act as an escalation point for complex customer issues.

Skills

Leadership

Communication

Interpersonal Skills

Problem-Solving

Sales Coaching

Education

Post-secondary degree/diploma or equivalent

Job description

What can youexpect from this role?

• With a heavy focus on sales, you will lead, motivate, and support an engaged, high-performing team of customer care sales and service agents to exceed individual and team targets.
• Inspire, develop, engage, and support a high-performance team to integrate service and selling strategies that drive business growth, retention, and service excellence.
• Participate in setting Customer Care Centre strategies and lead on development and implementation of tactical plans.

Performance Management

• Develop a high-performing sales team through employee development, performance management, coaching and team effectiveness providing hands-on sales coaching, training, and support to ensure continuous improvement and skill development.
• Tracking, reporting, and responding to performance metrics through adaptation of coaching and operational plans to meet sales, retention, service and quality targets

Business Operations

• Oversee sales and service initiatives including calling programs, outbound initiatives, and third-party relationships to improve overall customer experience, client retention and strategic growth.
• Identify gaps in sales performance and implement strategies to close those gaps.
• Ensure compliance with provincial and federal regulations.

Business Planning

• Collaborate with the Sales and Distribution team, Marketing and Management team to support and deliver upon service excellence, sales, service level and retention targets supporting development and execution of sales campaigns, promotions and process improvements.
• Analyze results, devise coaching strategies and revise tactical plans to meet goals.
• Participate in the development of Customer Care Centre policies and processes.

Customer Service

• Act as a point of escalation for complex customer issues, ensuring swift and effective resolution.

What you bring to the role?

• Minimum 3–5 years of experience in a sales leadership or supervisory role, preferably in a customer service or call center environment.
• Strong leadership skills with the ability to inspire and lead a team to achieve ambitious goals. Ability to analyze performance data and translate insights into actionable strategies.
• Proven track record of success in sales, coaching, and team development.
• Experience designing and delivering sales training programs is a strong asset.
• Post-secondary degree/diploma or equivalent combination of education and experience
• Exceptional communication, negotiation, interpersonal, and problem-solving skills.
• Flexibility to work varied shifts, including evenings and weekends as required.
• General Insurance License Level 1 (Level 2 or higher is an asset)
• Bilingual language skills (English and French) would be an asset (to support market growth in Quebec)

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

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