Description:
The Team Leader within the Sun Life Canada Client Care Centre (CCC) provides a consistent quality customer service experience for Group Benefits (GB) members, sponsors and providers who contact the Client Care Centre. As Team Leader you would be responsible for ensuring CCC Representatives are motivated, coached, developed and skilled to meet the GB CCC 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 GB CCC Site Manager and will be responsible for the direct management of approximately 20 Client Care Representatives.
Main Accountabilities:
- Manage new hires during initial transition and existing staff performance daily, ensuring the service and quality objectives are being met and sustained
- Ensure staff is equipped with the knowledge, training, experience, tools, and technology needed to achieve the required business results
- Provide leadership, coaching, and mentoring to the staff to develop their competencies and position them for success
- Analyze metrics and take appropriate and timely action
- Ensure team adopts and sustains change
- Foster a positive, motivating work environment that values the people and encourages confidence, participation, creativity, learning and accountability
- Identify and actively participate in initiatives related to opportunities for process & system improvements
- Communicate openly with team ensuring messages and initiatives are clearly understood
- Support and actively endorse the P4 (People, Partnership, Passion, Performance) culture and philosophies as well as Owner’s Mindset
Competencies:
- Proven leadership capability and a strong results orientation
- Capable of working in a structured and tactical management operating system
- Strong coaching, leading and performance management skills
- Excellent change management skills
- Proficient communication skills (verbal and written)
- Strong team building skills
- Post-Secondary education or 4-6 years of related work experience