Team Leader, AdminPlus

Sun Life Financial - Montréal, QC (30+ days ago)

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You 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 and communities around the world.

Job Description:
The AdminPlus Team Leader leads and supports the AdminPlus Member Specialists for the tier 2 AdminPlus call center. The Member Specialist team handles incoming calls and admin tasks from plan members. They are responsible for first call resolution and accurate handling of admin requests, such as life events, modification of benefits, etc.

Main accountabilities:
Ensures AdminPlus performance targets and service level agreements are met/exceeded.
Provides ongoing coaching and mentoring to team members in order to enhance knowledge and skills.
Acts as a SME and provides floor support.
Partners with the Resource Planning team to forecast volumes, vacations, absences, etc.
Escalates potential service issues to Manager.
Ensures team adopts and sustains change.
Ensures training requirements are identified and actioned for team members.
Fosters a high-performing team environment.
Assists Manager with performance reviews and employee development needs.
Handles investigations on service concerns and resolves these in a timely matter.
As the team consists of a tier 2 call center, business hours are 8 a.m. to 8 p.m. EST. The right candidate will be required to work different shifts during the AdminPlus peak period during the months of November and December.

Competencies and Assets:
Excellent leadership skills
3 to 5 years of related work experience
Excellent communication and interpersonal skills
Sound time management skills
Track record of stellar customer service skills
Self-motivated to resolve issues and drive new initiatives
Experience in change management is an asset
Ability to interact with internal partners and contribute to the overall success of the AdminPlus team
Ability to lead in a demanding production environment with a balance of quality and productivity
Strong communication skills
Solid understanding of Call Center Procedures & Best Practices
Solid understanding of group insurance and Group Benefit products
Knowledge of systems (OASIS, CHESS, Telus - including member portion) is an asset

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:
47 900/ - 78 400/

Job Category:
Customer Service / Operations

Posting End Date:
09/01/2020