Overview

Group Medical Services Team Lead, Growth & Retention Full Time in Regina, SK

Group Medical Services

Branch Regina SK CA

Position:
Team Lead, Growth & Retention
Location:
Regina, SK

Oversee quality assurance audits across Growth & Retention team. Are you a champion for exceptional customer service?…

Are you a champion for exceptional customer service? Do you have a reputation for delivering experiences that create customers for life? Do you have exciting ideas for increasing and retaining great customers? If you answered yes to any of these questions, we’d love to meet you!

GMS is Canada’s health and travel insurance expert, helping Canadians feel protected and live well for over sixty-five years. As the Team Lead Growth & Retention at GMS, you will be responsible for inspiring and championing a strong focus on customer growth through the leadership of your team and collaboration with our entire Customer Care Department. This position is a key player in maintaining and conserving existing customer relationships, developing a team of individuals focused on upselling, cross selling, and inbound sales closing new customers. A big part of this role is stellar leadership, motivation, and performance management skills to enable the success of the team, and of GMS.

Position Responsibilities

  • Provide mentoring and coaching on a daily basis; assist with team questions and provide direction as needed. Lead each team member through the setting and managing of performance and development objectives. Create and manage representatives scheduling to ensure customer and sales oriented targets are achieved or exceeded. Identify and initiate training and development needs and opportunities for the team, and individuals. Hold regular team huddles/meetings. Assist with the development, implementation, and enforcement of GMS programs, policies and procedures. Create, track, monitor, and review monthly targets for sales and retention measures. Oversee the successful execution of the Customer Retention program through leadership and coaching with representatives. Oversee quality assurance audits across Growth & Retention team. Maintain an up-to-date, working knowledge of GMS policies and procedures. Act as subject matter expert for the team, department or Corporate projects as required.

Competencies
Leadership fosters an environment that builds engagement, encourages learning and the delivery of exceptional service to our clients; Customer Focus maintain expert knowledge of all lines of GMS business to create and implement innovative retention solutions across the department; Results Orientation ensures the regular and consistent delivery of customer service to a set of well-defined and high performance standards; Planning & Organizing – coordinates resources by organizing and prioritizing own and others work to meet; anticipates impact of decisions and administration on other teams and proactively works to keep information and decisions flowing.
Education & Experience
Minimum 5 years call center experience; with at least 2 years in a people management or leadership role. Minimum 2 years in a sales related role, or experience related to customer retention and inside sales. Completion of post-secondary education is preferred or equivalent combination of education and work experience in customer service. Above average skills using MS Office, VoIP phone systems, and/or customer service tracking systems. Prior experience in insurance or financial services would be considered a strong asset.

Manages:
10-15 Customer Service Representatives
Application deadline: April 13th, 2018

Please note: only candidates selected for the interview process will be contacted.

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Employment Type: Full Time
Location: Regina, SK, CA
Posted on: 2018-04-05
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