SUPERVISOR, SALES & RETENTION, INDIVIDUAL CHANNEL (HYBRID)

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