Sales Supervisor at Toyota Insurance leading a contact center team to achieve sales and retention targets. Overseeing performance, coaching agents, and ensuring compliance with policies.
About the role
- Senior Manager overseeing multi-faceted HR Contact Centre operations for TD in North America. Responsible for strategic direction, service delivery, and operational excellence across a diverse team.
Responsibilities
- Oversee a large and significant multi-faceted operational function with overall accountability for providing strategic direction, guidance on a broad and diverse range of complex operational activities / analysis and/or specialized project support or services.
- Provide strategic direction to a high-volume, multi-channel operation that supports employees across Canada and the U.S. with HR inquiries, programs, and processes.
- Ensure an exceptional colleague experience, drive operational excellence, and enable transformation as the organization evolves its HR service delivery model.
- Provide people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required.
- Lead and inspire a large, diverse team of HR Contact Centre professionals, including Team and Group Managers, and Contact Centre Agents.
- Oversee day-to-day service delivery across North America, ensuring consistent, accurate, and timely resolution of colleague inquiries; monitor performance against SLAs, KPIs, and colleague satisfaction measures; serve as senior escalation point for complex cases.
- Execute on the annual business plan to deliver results aligned with business strategies.
- Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts.
- Embed a culture of continuous improvement across the HR Contact Centres.
- Lead root cause analysis on recurring issues and implement sustainable solutions.
- Focus on simplifying processes, reducing hand-offs, and improving service quality and how we deliver.
- Leverage data, feedback, and insights to identify trends, eliminate pain points, and improve efficiency.
Requirements
- Undergraduate degree
- 8+ years of progressive operations, contact center, or shared services leadership experience.
- Proven track record managing large teams (50+ FTEs) across multiple locations.
- Subject matter expertise for US Processes and regulatory requirements
- Strong experience in continuous improvement
- Deep knowledge of HR service delivery models, case management platforms, and Workday (would be an asset)
- Strong analytical skills; ability to interpret data, identify trends, and influence outcomes
- Exceptional communication, stakeholder management, and change leadership
- Bilingual (French or Spanish) considered an asset
Benefits
- Health and well-being benefits
- Savings and retirement programs
- Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
- Banking benefits and discounts
- Career development and reward and recognition
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