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Supervisor, Inside Sales

Société Financière Manuvie

This is a Contract position in Guelph, ON posted April 30, 2021.

Are you looking for unlimited opportunities to develop and succeed?

With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description Reporting to the Manager, Inside Sales, Protection Solutions, the PS Supervisor is accountable for the daily operations of the call Centre and ensuring established objectives in sales within their sales team, service level and quality standards are met through leadership and coaching.

The Supervisor is responsible for providing a high level of professional service to external and internal customers and is knowledgeable in all Insurance products (Health, Dental, Life and travel).

Coaching/Training on both sales and soft skills to our inside sales team of advisors as well as handling both escalated inbound/outbound calls and written correspondence.

Affinity Markets has relationships with numerous high-profile associations and external businesses, therefore the Supervisor as part of the greater leadership team can impact the Company’s reputation, profitability and image.

Leadership of the team includes: Effective recruitment, coaching, mentoring, development and retention of team members Co-coordinating the training needs of the sales team Develop and implement effective sales and operational processes Identify, implement and maintain controls to mitigate financial and operational risks Implement initiatives as defined by the Sales Management Team and the Inside Sales Manager Key Accountabilities Individual Accountabilities: Provide leadership, motivation and support to ensure established objectives in sales, service, quality and productivity are achieved in a rapidly changing environment that supports Consumer Markets
– PS multiple product lines Provide a high level of service to external and internal customers Act as the point of referral for difficult customers and escalated cases, where customers require extensive service.

Handles more complex case work Assists in identifying continuous improvement opportunities and training requirements through ongoing quality assurance programs Support the financial efficiency of Protection Solutions through effective management of employee productivity and other expense control mechanisms Maintain a high level of travel product knowledge and operational process and a sound level of knowledge of the travel industry and services provided by Affinity Travel Ensure proper licensing is in place for staff in order to meet sales call volumes and forecasts Develop clear and measurable individual and team objectives that are aligned with defined sales targets Coach, develop and mentor team members to ensure individual objectives, team objectives and sales results are achieved and the necessary succession planning is in place Occasional Ad-hoc projects as determined by the Inside Sales Manager Job Requirement: Demonstrated leadership skills in developing, motivating and supporting a sales focused team.

Excellent customer service skills, both verbal and written, with ability to maintain positive professional customer relationships, particularly in difficult situations Excellent problem solving/decision making skills/conflict management skills, with the ability to be resourceful in handling complex cases and identifying issues and solutions Strong organizational, planning and priority management skills manage and meet tight deadlines Strong interpersonal and listening skills, ability to be flexible and empathetic Post-secondary education or equivalent work experience 1-3 years progressive experience in a leadership role in sales, insurance or financial services industry Bilingual (English/French) is preferred Life/Accident and Sickness License
– Definite Asset Flexibility to work shifts within the standard Sales Center hours of operation (Mon-Fri, 8am to 8pm EST and Sat, 10am to 5pm EST) Competencies: Computer skills, and a general knowledge level of the MS Office suite of products Proven problem resolution and conflict management skills to ensure an effective solution is reached for our customers The ability to implement and deliver results through others Effective communication and presentation skills Effective change management techniques If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States.

We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers.

As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.4 billion in payments to our customers.

Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years.

We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges and under ‘945’ in Hong Kong.

Manulife is an equal opportunity employer.

We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals.

We are committed to fair recruitment, retention and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground.

It is our priority to remove barriers to provide equal access to employment.

A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation.

Information received regarding the accommodation needs of applicants will be addressed confidentially.