What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs

• Paid vacation, personal, and sick days for work-life balance

• Competitive compensation and benefits packages

• Work-life balance in a hybrid environment with at least 3 days in office

• Career growth and development opportunities

• Opportunities to contribute to community causes

• Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Supervisor, Sales. Could It Be You?

As a Sales Supervisor, you will supervise, direct and coordinate a team of sales representatives. You will help monitor agents performance and proactively help address agents questions and customer concerns.
In addition, the Sales Supervisor acts as a liaison between Sales and other departments to ensure Sales activities are in-line with department strategies.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

• Supervise sales team and team of direct reports (both local and remote)

• Ensure staff are adhering to their WFM schedule

• Motivate staff and ensure they are meeting their personal performance targets on daily/weekly/monthly basis

• Ensure staff are meeting their individual conversion percentage targets

• Help monitor phone, chat and email queues, to ensure service level agreements are being met

• Provide ongoing coaching and mentoring advice and resources to all sales staff in their team and across the Sales department

• Participate in agent’s monthly Service Quality review meetings

• Assist team lead in role play sessions as necessary

• Triage and handle poor CSAT score escalations if team lead is unavailable

• Handle real-time customer escalations

• Ensure our “We Care” values are being met during customer interactions

• Seek process/procedures improvements

• Help communicate department/company policy and procedure changes

• Facilitate and lead weekly/monthly team meetings and one-on-one meetings

• Handle special projects as assigned by the Senior Leadership team

• Assist in department recruiting and hiring

• Liaise with interdepartmental leaders as needed

• Back up other team functions as business requires

• Participate in weekly leadership meetings

• Remain subject matter expert on Questrade products and services

So are YOU our next Supervisor, Sales? You are if you…

• Excellent communication and organisation skills

• Contact centre experience ideally in financial services

• Post secondary degree/diploma in related field

• Proficient with contact centre technology and software applications i.e. WFM, SMS/Chatbots, Salesforce, Genesys

Additional kudos if you…

Professional Development Recommendations:

• “Learn to Lead” development training
• CSC
• CPH
• OLC
• DFC
• FLC

Sounds like you? Click below to apply!

#LI-Hybrid

#LI-ÉP1