Are you: Looking to progress to a leadership role? Someone who gets satisfaction from motivating and developing people to achieve goals? Solution and results-oriented? Driven to succeed and excited about new challenges? This opportunity could be tailor-made for you.
Opportunities: We are seeking a Team Leader to join one of our various business units that are all focused on helping our teams deliver excellent client service.
Location: Windsor, ON office with flexibility for a hybrid schedule.
Who we are: HUB Customer Central (HCC) is a leading insurance contact center in Canada. Our technology-driven and digital expertise is unique, making us an industry trailblazer.

SKILLS & REQUIREMENTS

• Appropriate insurance license in good standing.
• Experience as a Broker.
• Strong computer skills.
• Post-secondary education preferred.
• Senior broker or peer coach experience preferred.
• Leadership experience is an asset.
• Knowledge of collaboration tools such as MS teams and ability to lead and engage in-office, remote and hybrid team members.
• Availability to work various shifts and days of the week as required in order to support the staff.
• Ability to handle fluctuating work volumes in a fast paced, customer focused environment.
• Ability to work independently and in a team environment.
• Ability to communicate clearly and concisely.

THE ROLE

The Team Leader is responsible for developing and supporting employees, as well as coordinating the activities of their team to ensure business objectives and goals are achieved. The Team Leader will participate in cross divisional process alignment discussions to maximize efficiency while maintaining a positive work environment and an effortless customer experience.

DUTIES & RESPONSIBILITIES

• Support team by identifying developmental needs through active monitoring of work activities and assist employees in reaching their full potential by completing regular Employee Quarterly Check-ins, coaching sessions, and creating individualized coaching plans when necessary.
• Recognize and encourage areas of strength and initiate performance management steps to address areas of concern through coaching opportunities and documenting important details.
• Collaborate with Department Managers and HR on employee performance and behavior issues including progressive discipline, up to and including terminations.
• Act as a technical and workflow resource for the team by maintaining a good working knowledge of all applicable data systems, portals, customer relationship management and policy management systems, providing procedural training, guidance, and feedback to the team.
• Handle and document the outcome of escalations and use the situations as developmental and coaching opportunities to avoid future occurrences.
• Actively participate in management meetings focused on evaluation of results and planning for anticipated volumes.
• With management, participate in cross divisional process alignment discussions and effectively communicate required information to staff.
• Assist with staff schedule coordination and oversee the time management system to ensure contact center performance expectations are met.
• Participate in the interview and selection process of potential candidates and communicate results to HR with detailed interview notes and examples.
• Participate in extracurricular team building activities which may occur outside of office hours.
• Perform other duties as assigned.