Team Leader, Experience Center - Contact Center

Location: Toronto, Ontario, Canada

Salary: CAD 65,000–95,000 per year, plus eligibility for a discretionary variable incentive plan.

Company

hirify.global provides financial and insurance services.

What you will do

• Lead, coach, and develop Contact Center Representatives while monitoring service, quality, productivity, attendance, and compliance performance.
• Manage daily team operations, schedule adherence, workflow gaps, employee concerns, and customer or operational escalations.
• Partner with Quality and Workforce Management teams to conduct call reviews, reinforce standards, and support efficient customer experiences.
• Prepare operational reports, identify frontline challenges, and recommend process improvements.
• Champion process, technology, and organizational changes through coaching, communications, training, and stabilization activities.
• Provide operational expertise for projects, including user acceptance testing, business validation, regression testing, and readiness activities.

Requirements

• At least five years of progressive contact center experience, including frontline leadership, coaching, or supervisory experience.
• Demonstrated ability to motivate, develop, and manage employee performance.
• Strong judgment, problem-solving, analytical, interpersonal, and communication skills.
• Experience with contact center technology, CRM platforms, workforce and quality tools, and Microsoft Office applications.
• Technical aptitude for basic troubleshooting of digital platforms, mobile applications, and online portals.
• Working knowledge of employment legislation, organizational policies, and performance management practices.

Nice to have

• College diploma or university degree.
• Insurance or financial services experience.
• French or Spanish language capability.
• Knowledge of hirify.global and the insurance industry, including LOMA 281 and 291.

Culture & Benefits

• Full-time employment in a collaborative, inclusive, and learning-focused work environment.
• Opportunities to participate in employee development, process improvement, and departmental change initiatives.
• Eligible employees may participate in a discretionary variable incentive plan based on individual and company performance.
• Commitment to inclusion, diversity, equity, and an accessible candidate experience.