Job Title

POSITION OVERVIEW Are you an energetic, organized, self-starter with a desire to help people? As a leader in the Contact Center, you would be accountable for ensuring the sales team deliver a high level of internal/external customer service. You and the team will be responsible for aiding our clients the renewal of their ICBC auto insurance policy. You will work directly with Contact Center management to ensure that all KPIs are set and achieved, and the team are engaged and performing at a high level. In addition to this, you will look to optimize sales and service levels through automation and continuous improvement all while participating in the day-to-day work. This position requires attention to detail, strong sales skills, organization skills, and the ability to motivate others. You will help lead an exciting upbeat team that contributes to the corporate success by ensuring a relentless focus on auto insurance calls and sales. RESPONSIBILITIES: Help lead a large team of auto insurance professionals Handling insurance renewals and client contact with the purpose to renew their insurance Oversee and manage the digital technology within the insurance CC department Manage and handle client complaints to ensure a fair and positive outcome Building a team environment to deliver on the established KPIs Organizing and assigning renewal lists to agents for outbound calling Work with the Lease Administration team on the digital client renewal experience and timelines Tracking and monitoring sales to call ratios and call volumes Prioritizing work duties with team members Training and coaching of licensed agents in sales, client contact, ICBC, and processing Build effective Policy and Procedures to mitigate risks and foster consistency within the department Problem solving to address production and processing issues Taking on duties of the Insurance Administration team as required to ensure the work gets done Create a positive work environment for the Insurance Renewal team Complete a daily sales huddle to ensure focus and achievement of revenue and growth targets Other duties as assigned REQUIREMENTS: Minimum 1-2-years experience in the insurance industry High school diploma and Level 2 insurance licence, or is working towards obtaining it Prior supervisory experience is an asset Strong ICBC knowledge and is familiar with how the private auto markets in BC Strong problem-solving skills, leadership, and customer service skills Strong attention to detail Enjoy working with people and coaching others Good communication and multi-tasking skills Ability to critically think and resolve problems Ability to learn new software and process information quickly Waypoint is actively committed to supporting diversity, equity, and inclusion. We serve and recognize and respect human differences and similarities. We value the diversity of people and actively encourage women, indigenous peoples, members of visible minorities, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ2+) persons to apply.