Sales Contact Center Manager

Company Description

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. 

Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as Cover Direct and Seniors Choice.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia in addition to our UK operations based in Windsor, Ashford and Hull. 

Job Description

We are seeking a driven and experienced Sales Contact Centre Manager to lead and inspire a team of Sales Managers and Sales Advisors in a fast-paced, outbound-focused sales environment. Reporting to the GM, Sales and based in Toronto, this individual will oversee the day-to-day operations of the contact centre, ensuring teams consistently meet and exceed performance targets, adhere to compliance standards, and deliver an outstanding customer experience.

This role requires a proven leader who excels at coaching, developing high-performing teams, and driving sales results. A passion for cultivating a positive culture of continuous improvement and an unwavering commitment to customer satisfaction is essential.

Key Responsibilities

• Oversee a team of Sales Managers, set performance goals, and ensure accountability for results.
• Provide continuous coaching, mentoring, and feedback to maintain motivation, recognize achievements, and address underperformance.
• Monitor individual and team KPIs, implement improvement plans, and drive aggressive target attainment.
• Oversee daily workflows to ensure efficiency, reduce bottlenecks, and maximize resource utilization.
• Uphold adherence to company policies, regulatory standards, and QA guidelines.
• Balance sales objectives with exceptional service, embedding a customer-centric approach across all teams.
• Gather feedback, analyze satisfaction metrics, and champion continuous improvements to the customer journey.
• Collaborate with HR and the GM, Sales to recruit skilled managers and advisors, identify skill gaps, and deliver targeted training.

• Prepare reports on performance trends, risks, and opportunities, using insights to refine sales tactics and recommend strategic improvements.

Qualifications

• Demonstrated success managing Sales Managers and/or Team Leaders in a contact centre or similar fast-paced sales environment.
• Consistent record of meeting or exceeding sales targets, with strong knowledge of outbound sales strategies and performance management.
• Familiarity with regulatory requirements, quality assurance best practices, and the ability to integrate compliance into the sales process.
• Outstanding written and verbal communication skills, able to inspire teams and collaborate effectively with senior leadership.
• Strong capacity to interpret sales metrics, identify trends, troubleshoot issues, and propose effective solutions.
• Excellent time management and prioritization skills, capable of balancing multiple projects in a fast-paced setting.
• Comfortable with CRM systems, contact centre technology, and performance tracking tools.
• Able to merge business objectives with a customer-first approach, ensuring outstanding service and compliance.

Experience & Education

• Minimum 5+ years in sales management, with at least 2 years managing managers or team leaders in a contact centre or comparable sales environment.
• History of successfully driving sales performance and developing high-performing teams.
• Bachelor’s degree in Business Administration, Marketing, or a related field is preferred; relevant experience will also be considered.
• Certifications in sales leadership, contact centre management, or LLQP (Life License Qualification Program) are an asset.

Additional Information

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

Accessibility for Job Applicants:

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer:

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.