Team LeaderYou are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families andmunities around the world. Job Description: Team Leader - Tele-Interview OVERALL PURPOSE Sun Life Global Solutions Operations - Client Care Center (SLGS Operations - CCC) is an off-shore based contact centre, established to assist the on- shore Client Care Centre of Sun Life Assurance of Canada in their operations, mainly in handling inquiries through telephone for Individual Protection advisors and clients. The Team Leader provides a consistent quality customer service experience for new life insurance customers who contact the SLGS CCC by ensuring the Tele-Interviewers and SMEs are motivated, coached, developed and skilled to meet the Tele-Interview 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 environment. S/he pro-actively enforces the operations goals, policies and procedures, implements standards in thepany's training and development, support agents and handles escalations. The Team Leader directly reports to his/her Operations Manager and works in conjunction with administration and other members of the management. SPECIFIC ACCOUNTABILITIES Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis Ensure a high retention of employees Provide leadership, coaching, and mentoring to the SME/Interviewers to develop theirpetencies and position them for success Analyze metrics and ensure in taking appropriate and timely action Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results Champion the coaching model Foster a work environment that values the people and encourages participation, creativity, learning and accountability Responsible for employee recruitment in order to meet business objectives Ensure team adopts and sustains change Identify opportunities for process and system improvements Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic Interact directly with members, as required Manage absenteeism/vacations as per the targets and policies Participate in projects as per the needs of the business QUALIFICATIONS ANDPETENCIES REQUIRED: Fluency in English speaking and writing Strong and effective verbal and writtenmunication skills Good listening skills Advanced skills in Microsoft Office (Word, Excel, and Powerpoint) Technical Skills Proficient Windows knowledge Proficient key boarding skills. Operations Writing speed of 25 words per minute with an accuracy of 95%. Corepetencies Collaborates effectively - partners to deliver on team and organization goals Focuses on the customer - Builds relationships with customers by understanding and responding to their needs and ensuring fair treatment Takes accountability - Sets and achieves stretch objectives Understands our business - Knows the fundamentals of the SLF business Leadership Attracts, develops, and retain talents - ensures a ready and skilled supply of talent to meet current & future business needs. Participates & promotes employee retention & development. Builds and applies self-insight - seeks self-awareness, taking action to build trust and credibility Drives for action - acts quickly and decisively to seize business opportunities Embrace differences - appreciates and leverages diversity ( culture, abilities, and perspectives) Generates innovative solutions - thinks creatively to positively impact the business Leads change - inspires a shared vision and models the way Managesplexity - maintains momentum by managing dilemmas and dealing well with ambiguity Thinks and acts strategically - createspetitive advantage for the organization QUALIFICATIONS Bachelor's degree (any medical or health allied course) At least five years contact center experience with 2 years' experience in a team leader/supervisor capacity With experience handling or conducting a training class With client management experience Previous related work experience must be in Insurance, Healthcare or Financial services in a BPO setting Strong coaching, leading and performance management skills Ability to influence change through positive motivation Proven leadership capability and a strong results orientation Capable of working in a structured and tactical management operating system Able to analyze, identify improvement opportunities and build sustainable processes Excellent change management skills Proficientmunication skills (verbal and written) Strong team player / team building skills Job Category: Call Centre Posting End Date: 09/08/2024 Job ID JR00096782