THE ROLE IN A NUTSHELLBase Salary: CAD $74,269.00 - 92,837.00
As the Supervisor, Sales & Retention, you will lead a team of 10-12 Licensed Insurance Advisors in a high-performance contact centre environment. You are accountable for driving sales outcomes, elevating advisor capability through coaching, and ensuring operational excellence, all while reinforcing GreenShield's social mission and customer-first mindset.
Key Responsibilities:
Sales Leadership & Performance
- Drive team sales performance across all lead types
- Monitor KPIs (conversion, call quality, adherence etc.) and take immediate action to close gaps
- Build a high-performance culture with clear expectations and accountability
Coaching & Development
- Delivery of structured, ongoing sales coaching (call reviews, side-by-sides, etc.)
- Identify individual skill gaps and implement targeted development plans by working closely with our Health & Dental Specialist
- Reinforce best practices in needs-based selling, objection handling, and compliance etc.
Contact Centre Operations
- Oversee day-to-day operations of a phone-based sales team (scheduling, queue management, productivity)
- Ensure adherence to service levels, QA standards, and regulatory requirements
- Partner with QA, Training, and Workforce Management to optimize performance
- Ensure advisor licensing is kept up to date and complaint
- Work with new advisors to ensure all their sales are reviewed and meet compliance requirements
Technology & Innovation
- Actively leverage CRM, QA platforms, and reporting tools to drive insights and productivity
- Stay current with and champion emerging technologies (AI-assisted coaching, automation, digital sales tools)
- Use data to inform decisions and continuously improve team outcomes
People Leadership
- Build an engaged, inclusive team environment with strong retention and morale
- Lead performance management, recognition, and career progression for advisors
- Model professionalism, resilience, and strong communication
Escalation Management
- Act as the first point of leadership support for all customer and advisor escalations to ensure escalations are handled consistently and within regulatory standards
- Resolve complex client situations with a customer-first, retention-focused approach
Mission Alignment
- Champion GreenShield's social mission in daily leadership and decision-making
- Ensure advisors connect product value to improving Canadians' health and well-being
WHO WE'RE LOOKING FOR- Education - College Diploma/University Degree
- Cert/Designations - LLQP/HLLQP
- 5 years sales coaching experience in a contact centre environment, with experience managing the day-to-day operations of a phone-based team
- Licensed across multiple Canadian provinces (not including QC)
- Strong working knowledge of contact centre technologies
- Health & Dental experience is preferred
AFEW MORE DETAILSProficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, we aim to ensure that our employees can excel in their roles,collaborate, and communicate effectively, and contribute to the success of ourorganization.
GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn't align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through [redacted]. Information received relating toaccommodation will be addressed confidentially.
Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).
AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.
