Call Centre Team Manager

Hi, we’re HUB!

We are proud to be ranked 5th among the world’s largest insurance brokerages where we advise businesses and individuals on how to reach their goals. When you partner with us, you’re at the center of a vast network of risk, insurance, employee benefits, retirement, and wealth management specialists that bring clarity to a changing world with tailored solutions and unrelenting advocacy – so you’re ready for tomorrow.

The Opportunity!

Do you have an entrepreneurial spirit that enjoys being challenged by the opportunity to grow the business while simultaneously investing in the development and success of others? If so, this is the CAREER for you!

We are seeking a proactive, innovative, and results-driven Call Centre Team Manager to lead our team of insurance sales professionals. You will lead a distributed team to deliver a best-in-class client experience. A coach and a motivator, you will drive the business forward through your leadership and focus on the vision, goals and purpose of this team. You will seek out efficiencies and drive improvements to our processes, ensuring our service offering meets and exceeds client expectations.

A Day in the Life –

Business Development:

• Execute on annual business plans to exceed targets and maximize every opportunity for growth.
• Drive initiatives to expand existing client relationships by promoting additional insurance products and services.
• Develop and implement strategies to enhance client satisfaction and ensure high retention rates.
• Actively participate in business and industry communities to build a network that improves our presence and reputation.

Talent Management:

• Provide a positive work environment that attracts, retains, and motivates talent.
• Inspire your team to excellence and support them in achieving their highest performance potential.
• Sales-focused coaching through side-by-side sessions, one-on-ones, huddles, and team meetings.
• Handle recruitment, onboarding, and training of new team members.
• Ensure high employee engagement through career planning, development, and identifying future leadership talent.
• Performance management including KPI achievement, attendance, procedural compliance, and real-time coaching.
• Commit to continuous learning and development initiatives.

Operational:

• Schedule team members effectively to meet business needs in coordination with branch, regional, and workforce planning partners.
• Assist regional leadership in overseeing daily operations and service commitments.
• Manage call quality monitoring, statistical performance tracking, scheduling, and administrative tasks.
• Conduct quality assessments and consistent coaching in accordance with HUB Best Practices and Client Experience Standards.
• Monitor live queues and inboxes daily to ensure client responsiveness and conversion optimization.
• Support process improvements and participate in strategic projects.
• Provide technical support to team members regarding systems and product knowledge.
• Ensure compliance with documentation, inventory, and hardware processes and audits.
• Submit payroll and commission entries via Workday.
• Ensure adherence to regulatory and company policies.
• Manage escalations, special projects, and service inquiries.

What You Will Bring to Our Team:

• Level 2 Insurance License (required)
• Minimum 2–3 years of experience in a lead or supervisory role
• 5+ years’ experience in the insurance brokerage industry preferred
• Extensive ICBC and private auto experience
• Fluent with brokerage and carrier technologies
• Strong call center and sales leadership experience
• Strong communication skills with the ability to influence outcomes
• Team-oriented mindset and motivational leadership style
• Excellent organizational, time management, and adaptability skills
• Designation(s) such as CAIB, CIP, FCIP, or CRM an asset

Salary Expectations –

The expected salary range for this position is $55,000 to $65,000 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope, and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses, and commissions for some positions.

Why Join HUB?

• Do you enjoy making friends? We love making friends; join our team of amazing people who all get along and thrive together!
• Paid day off for your birthday – we want to celebrate you!
• Paid half a day off for volunteering in your community – HUB is a company that gives back and is active in our communities.
• Room to grow within the organization.
• Lots of company perks, benefits, RRSP matching and great compensation

Your future with HUB –

Choose a career with HUB International and take the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction. By joining HUB you will become part of a rapidly growing company that offers significant opportunity for advancement.

At HUB, we value education and continuous learning, and we will assist you along your career development path. We provide HUB Ready training for new employees, as well as financial support for licensing, industry designations, management & leadership development, and other related courses, designations or programs.

What makes us different than all the rest?

Our Vision: To be everywhere risk exists – today and tomorrow. Helping protect what matters most.

Our Mission: To protect and support the aspirations of individuals, families and businesses. To empower our employees to learn, grow and make a difference in their communities.

Our Core Values:

• Entrepreneurship: We encourage innovation and educated risk-taking.
• Integrity: We do the right thing every time.
• Teamwork: We work together to maximize results.
• Accountability: We measure and take responsibility for outcomes.
• Service: We serve customers, communities and colleagues.

If you value what we value, and like the perks along the way – Apply TODAY!

The employment offer is contingent upon completion of a successful background check.

HUB is a company where your contributions will make a difference. We invite you to learn more about our team at www.hubinternational.com. If you require any accommodations during the hiring process, please reach out to bar.hr@hubinternational.com to request this. Only candidates selected for an interview will be contacted.

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Department Sales

Required Experience: 2-5 years of relevant experience

Required Travel: No Travel Required

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