Sales Contact Centre Manager

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

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/Calgary, 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.