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