Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipant the needs of our clients, helping our organization to grow.
We foster open communication and think innovatively to find mutually beneficial solutions for our clients. The Senior Tele-
Sales Specialist provides leadership and oversight for the Sales Specialists who are responsible for Individual CUMIS Life sales providing superior sales and service to clients through inbound and outbound call activity.
The Sr. Tele-Sales Specialist monitors team members performance and sales objectives, takes a lead in development of procedures, coaching and mentoring, and training of Tele-
Sales Specialists. This role focuses on quality control, team efficiency and process improvement. Acting as a first point of contact for escalated client issues, ensuring that efficient and responsive service is provided in all client interactions with the goal to enhance overall client experience and sales numbers.
This role is also responsible for meeting individual sales targets.
What you’re responsible for :
Participate in the recruitment and development of staff, offering feedback, coaching and direction to staff members and providing input into performance reviews.
Coach, develop, support and motivate staff to meet established team goals and objectives including Sales targets.
Identify opportunities for process improvements, make recommendations, and implement changes.
Create and maintain procedure documentation, and implement process changes identified by Lean events
Sell individual life insurance products and services to customers through inbound and outbound call activity.
Participate in up-sell / cross-sell referrals program for individual-life insurance coverage to persons insured to increase number of active relationships, thereby increasing customer loyalty or as an extension of conservation efforts to maintain existing customer relationships by offering alternative products or services that are more suitable to current needs
Oversee and deliver the training of Sales Specialist based on the needs of the department and in conjunction with the Manager of the department.
Conduct regular, monthly audits of Sales Specialist staff, monitoring closely performance of staff in learning curve, report to manager.
What to expect :
This role operates in a contact centre environment where a high level of audio and visual concentration is required for extended periods of time.
This role involves direct contact with clients and / or service providers in their environment.
You will be subject to a Criminal Record and Consumer History background check as a condition of employment, in the event you are the successful candidate.
To be successful :
You have an innovative mindset to improve operational efficiencies and ability to influence change, with a primary focus on client needs.
You use critical thinking skills to recognize assumptions, evaluate arguments, draw conclusions and proactively propose solutions.
You have strong communication skills to clearly convey messages and explore diverse points of view.
You build trusting relationships and provide guidance to support the development of colleagues.
To join our team :
Post-Secondary education (University or College).
5 years of experience in Life insurance sales and Client Services in a contact centre environment.
ACS required, Life license and FLMI nice to have.
Working knowledge in process engineering and documentation.
Proficient in Customer Relationship Management (CENTRIC) tool.
What we offer :
Training and development opportunities to grow your career with one of Canada’s Best Employers.
Flexible work options and paid time off to support your personal and family needs.
A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
Paid volunteer days to give back to your community.
A comprehensive total rewards package, including competitive salary, bonus, pension and benefits.