Team Leader, Claims Customer Service

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? Join Gore Mutual as a Team Leader, Claims Customer Service, where you’ll oversee a dynamic group of 7-10 representatives and play a pivotal role in ensuring seamless service for Auto and Property claims. This is your chance to combine leadership, operational excellence, and customer focus in a role that truly makes an impact.

What you will do:

• Track call metrics to ensure timely responses and resolutions, while identifying and addressing workflow bottlenecks.
• Work with other teams to streamline processes and improve overall claim handling.
• Analyze call volume trends to anticipate peak periods and align staffing needs ahead of time.
• Design efficient schedules that distribute workloads effectively and maintain service levels.
• Adjust staffing plans dynamically based on live performance data to ensure responsiveness and operational agility.
• Conduct call reviews to verify compliance with service standards and identify improvement opportunities.
• Deliver constructive feedback and targeted training sessions to elevate team performance and customer experience.
• Implement initiatives that enhance interactions and optimize service delivery.
• Foster positivity through recognition programs and engaging activities that celebrate success and collaboration.
• Recruit and onboard high-performing individuals to elevate claims customer service excellence.
• Create personalized development plans supported by mentorship and skill-building opportunities to help employees reach their full potential.
• Use call center analytics and industry-leading strategies to enhance efficiency and elevate customer experience.
• Encourage knowledge sharing across the team to drive consistency and spark new ideas.

What you will need to succeed:

• 3+ years’ leadership experience of a claims team
• 2 years’ experience in a call centre operation
• 5 years’ experience in auto and/or property claims handling
• Exceptional communication and negotiation skills, paired with sound decision-making, customer service expertise, and an innovative, collaborative mindset to lead and inspire your team.
• Post secondary degree or equivalent relevant job experience is required

Please note that this role operates in a hybrid environment, with two days a week expected in our Cambridge Ontario office.

The expected base salary range for this position is $81,000 - $131,000. Depending on your relevant experience, skills, qualifications, market conditions and business needs, base compensation may vary. You have the potential to earn more through Gore Mutual’s discretionary bonus program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.

Please note: This range reflects the expected base salary for this role but may not represent the full compensation range for all experience and skill levels. During the recruitment process, we will discuss and consider how your unique qualifications align with the broader range for this position.

Gore Mutual is proud to offer a comprehensive total rewards package which includes extended health and dental benefits, disability insurance, retirement plan matching, paid time off, recognition and perk programs.

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