Team Leader, Contracting (Insurance)

TL;DR

Team Leader, Contracting (Insurance): Managing a production and inbound call center team within Insurance Operations with an accent on workflow management, quality assurance, and employee coaching. Focus on achieving SLAs, implementing major change initiatives, and optimizing the service experience for internal and external customers.

Location: Toronto (Hybrid)

Salary: $65,000 - $95,000

Company

hirify.global is a financial services organization providing insurance and member benefits.

What you will do

• Build and manage a high-performing production and inbound call center team to meet service and quality objectives.
• Ensure team members are fully competent in required functions and company-approved technologies.
• Manage workflow and monitor performance to ensure SLAs and quality standards are consistently achieved.
• Provide leadership, coaching, and mentoring to staff to develop their professional competencies.
• Initiate and implement process recommendations and act as a change sponsor for new systems and procedures.
• Collaborate with the Leadership Team to align operations with corporate goals and resolve business challenges.

Requirements

• Post-secondary education or equivalent field experience.
• Minimum 2 years of progressive leadership experience, preferably within the insurance or financial services industry.
• Strong people leadership skills with a proven ability to coach and mentor front-line employees.
• In-depth product, system, and regulatory knowledge.
• Advanced proficiency with Microsoft Office (Word, Excel).
• Availability to work statutory holidays to support US customers and extended hours during peak periods.

Nice to have

• Knowledge of PMACS and PMACS web systems.

Culture & Benefits

• Eligible employees may participate in a discretionary variable incentive plan based on performance.
• Commitment to Inclusion, Diversity, and Equity (IDE) as a core strategic objective.
• Supportive work environment that values creativity, learning, and accountability.
• Accessible candidate experience with accommodation support during the recruitment process.