Team Leader

Sun Life; United States; Remote; USD 60,000 - 75,000; Full time

Job summary

Sun Life is seeking a Team Leader for its Call Centre operations. The role focuses on delivering excellent customer service by motivating and coaching CCRs to meet service level agreements and performance targets within a structured, fast-paced environment.

The Team Leader reports to the Operations Manager.

Qualifications

• Band Level 4B and 5A are welcome to apply.
• For 4B, only employees who have held their current position for at least 12 months are eligible.
• For 5A, this remains a lateral movement.
• Performance Rating of 3 or higher during the 2024 Annual Performance Review and in the stack rank for the last 6 months.
• Not on corrective action/Performance Improvement Plan and administrative case during or within 3 months prior to the roll out of the IJP
• No reliability issues for the last 6 months.
• Must be Work from home enabled, and with stable internet connection (at least 25mbps)
• Selected candidates to remain part of the team for minimum of 12 months and will not be eligible to apply to another IJP during this period.

Responsibilities

• Lead and coach CCRs to deliver consistent, high-quality customer service and meet SLAs and performance targets.
• Ensure effective execution of our management operating system in a fast-paced, structured environment.
• Report to the Operations Manager.
• Champion a work-from-home setup with reliable connectivity where applicable.

Skills

Leadership

Coaching

Customer service

SLA focus

Reliability

Job description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we’re driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you’ll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients’ lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Team Leader provides a consistent excellent quality customer service experience by ensuring CCRs are motivated, coached, developed and skilled to meet SLAs and performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Team Leader reports to the Operations Manager.

Qualifiers: All employees with the following qualifications

• Band Level 4B and 5A are welcome to apply.

• For 4B, only employees who have held their current position for at least 12 months are eligible. Those who were recently promoted are will not qualify. This movement will be considered vertical.

• For 5A, this remains a lateral movement

• Performance Rating of 3 or higher during the 2024 Annual Performance Review and in the stack rank for the last 6 months

• Not on corrective action/Performance Improvement Plan and administrative case during or within 3 months prior to the roll out of the IJP

• No reliability issues for the last 6 months

Additional Criteria/ Information

• Based on business requirements, the organization will reserve the right to make any decisions pertaining to role, tasks of the short-listed candidates, and requirements of the IJP etc.

• Must be Work from home enabled, and with stable internet connection (at least 25mbps)

• Selected candidates to remain part of the team for minimum of 12 months and will not be eligible to apply to another IJP during this period. Scorecards from previous months will be considered to fulfill the minimum requirement for the next progression.

Job Category:

Call Centre

Posting End Date:

14/10/2026