Team Leader, Experience Center - Contact Center

Résumé du poste

The Team Leader is responsible for the day-to-day leadership, coaching, and performance management of a team of Contact Center Representatives. They ensure high-quality customer service delivery while executing departmental strategies and supporting operational change initiatives.

Détails du poste

Career Opportunity Role Title Team Leader, Experience Center - Contact Center Purpose of role The Team Leader is responsible for the day-to-day leadership, coaching, engagement, and performance of an assigned team of Contact Center Representatives. This role ensures team members consistently deliver high-quality customer experience while meeting established service, quality, productivity, and compliance expectations. The Team Leader executes departmental strategies (as outlined by the department Director and Manager), supports operational change initiatives, and serves as the first point of leadership support for frontline employees and customer escalations. Job Description Key Responsibilities Team Leadership, Performance & Development Lead and develop a high-performing team of Contact Center Representatives, ensuring individual and team service, quality, productivity, and compliance expectations are consistently achieved Provide ongoing coaching, feedback, and development through regular huddles, one-on-one meetings, development planning, and goal setting to build employee capability, accountability, and engagement Monitor individual and team performance metrics and provide timely coaching, feedback, and performance improvement plans to support employee success and achievement of established operational standards Manage day-to-day employee performance, attendance, conduct, and workplace concerns for assigned team members. Escalate complex, sensitive, or higher-risk employee relations matters to the Manager and Human Resources, as appropriate Participate in recruiting, interviewing, onboarding, and developing Contact Center Representatives while fostering a positive and inclusive team culture that supports retention and employee success Create and maintain a high-quality work environment that encourages participation, learning, collaboration, creativity, and accountability Operational Service Delivery Manage the day-to-day operations of the assigned team and take timely action to address service, quality, productivity, and workflow gaps within established authority levels Manage attendance and schedule adherence for assigned team members while partnering with Workforce Management to support operational requirements Collaborate with the Quality team to reinforce established quality standards through call reviews, live side-by-sides, coaching, and follow-up actions Guide representatives in delivering accurate, professional, and efficient customer experiences, including one-and-done service where applicable Coach representatives to promote available digital platforms and support frontline troubleshooting within established processes Act as the first level of leadership support for customer and operational escalations (when necessary). Resolve issues within established authority levels and escalate complex, high-risk, or systemic matters as appropriate Continuous Improvement & Reporting Monitor team-level results and provide leadership with accurate reports, summaries, investigations, risks, and observations related to assigned team operations Identify frontline operational challenges and process improvement opportunities and provide recommendations to management Support the implementation of approved process improvements within assigned teams and monitor adoption, employee understanding, and operational impact Build effective working relationships with internal partners to support timely issue resolution and effective service delivery Change & Project Support Champion departmental change initiatives by preparing, coaching, and supporting assigned team members through process, technology, and organizational changes. Provide frontline operational expertise and participate in projects and initiatives impacting customer service operations, including user acceptance testing, business validation, regression testing, training support, communications, and readiness activities Communicate employee feedback, customer impacts, operational risks, and implementation considerations to project and departmental leadership Support implementation and stabilization of approved changes within the assigned team, while maintaining day-to-day service expectations Key Qualifications Education (minimum required): College Diploma or University Degree is an asset Experience (minimum required): Minimum five years of progressive experience in a contact center environment, including demonstrated frontline leadership, coaching, or supervisory experience Insurance or financial services experience is an asset Demonstrated leadership skills, including the ability to motivate, coach, develop, and manage performance within an assigned team Sound judgment, discretion, accountability, and confidence when handling sensitive employee and customer situations Strong problem-solving and analytical skills to interpret team results, identify operational concerns, and recommend appropriate actions Demonstrated ability to lead employees through change, communicate expectations clearly, and reinforce adoption of new processes and technologies Strong customer experience orientation and commitment to employee development Ability to prioritize competing demands and work effectively in a fast-paced operational environment Strong interpersonal and communication skills with internal and external customers Intermediate to advanced proficiency with contact center technology, CRM platforms, workforce and quality tools, and Microsoft Office applications Technical aptitude to support employees and customers with basic troubleshooting of digital platforms, including mobile applications and online portals Working knowledge of relevant employment legislation, organizational policies, and performance management practices French or Spanish language capability is an asset Commitment to increasing knowledge of Foresters Financial, Insurance Industry (including LOMA 281 and 291) and understanding how the role contributes to departmental and corporate objective Salary Range: $65,000.00 - $95,000.00 The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance. Please note that this posting is intended to fill an existing vacancy; however, there may be instances where more than one vacancy is available for the same role. Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves. Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email accommodations@foresters.com in advance of your appointment. Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.

Ce que vous ferez

The Team Leader is responsible for the day-to-day leadership, coaching, and performance management of a team of Contact Center Representatives. They ensure high-quality customer service delivery while executing departmental strategies and supporting operational change initiatives.

Exigences

Candidates must have a minimum of five years of progressive experience in a contact center environment, including demonstrated frontline leadership or supervisory experience. A college diploma or university degree is considered an asset for this role.

Compétences indiquées

• Change Management · Souhaitée
• Résolution de problèmes · Souhaitée
• Analyse de données · Souhaitée
• Communication · Souhaitée
• Reporting · Souhaitée
• Coaching · Souhaitée
• Team Leadership · Souhaitée
• Conflict Resolution · Souhaitée
• Process Improvement · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Team leadership
• Coaching
• Performance management
• Customer experience
• Conflict resolution
• Operational management
• Data analysis
• Reporting
• Change management
• Process improvement
• CRM platforms
• Workforce management
• Communication
• Problem solving
• Technical troubleshooting
• Financial services
• User Acceptance Testing (UAT)
• Employee Relations
• Insurance Industry
• Organizational Change Management
• Accountability
• Supervision
• Workflow Management
• Master Planning
• Goal Setting
• Motivational Skills
• Analytical Skills
• Customer Relationship Management
• Management
• Mobile Application Development
• Customer Service
• Continuous Improvement Process
• Training And Development
• Creativity
• Employee Performance Management
• Performance Management
• Employment Protection Legislation
• Spanish Language
• Financial Services
• French Language
• Leadership
• Innovation
• Problem Solving
• Microsoft Office
• Operations
• Performance Improvement
• Quality Management
• Regression Testing
• On-Time Performance
• Team Leadership

Domaines d’emploi

• Management & Leadership
• Customer Service & Support
• Finance & Accounting
• Administrative
• Contact Center Team Lead
• Retail Customer Service Manager
• Retail and Wholesale Trade Managers
• First-Line Supervisors of Office and Administrative Support Workers