Bilingual Unit Manager, Sales & Operations; English & French

Position: Bilingual Unit Manager, Sales & Operations (English & French)
* Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
** Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
*** Pay at Intact is about much more than just salary.
**** Salary range** (but not limited to):80,700 - 98,700
** Annual bonus
** target, based on the base salary, with a potential payout of up to
** double
* * the target (subject to personal and company performance):12%
As part of our commitment to
** Win As A Team**, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.
** About the role
**** Bilingual Unit Manager, Sales & Operations
** We are looking for a
** Bilingual Unit Manager, Sales & Operations
** for our growing team! This hybrid position is available in our North York office.

Operational

Hours:

Monday to Friday, 8:00 AM to 8:00 PM;
Saturday, 9:00 AM to 5:00 PM. Please note that operations are also active on statutory holidays.

Work Schedule:

your work schedule will be assigned based on business need and preferences, within our business hours. Please note that you will have to work Saturdays on a rotational basis.

What you’ll do here:
* Lead, coordinate and supervise the activities of a bilingual team of sales associates by organizing, planning and controlling the optimal use of personal, material and financial resources according to the budget.
* Manage the performance of team employees according to company policies, ensuring continuous training and compliance with customer experience standards of the customer service centre.
* Manage the quality of phone service by ensuring cost and productivity control according to the objectives of the customer service centre.
* Ensure the quality of service offered to customers by regularly supervising team members according to standards in order to ensure the achievement of the objectives of the customer service centre.
* Identify issues, propose solutions, make change and recommend improvements on the quality of the service offered, the operations of the service centre, or the risk management in order to achieve the company objectives.
* Ensure handling of customer requests in order to ensure a response or routing to the department concerned within the prescribed deadlines.
* Participate in multidisciplinary committees relating to special projects and digital initiatives in order to plan strategic elements, ensure smooth deployment, in addition to forecasting the impact of calls on the team and ensure that the process is optimized to control costs.

What you bring to the table:
* Owning an OTL license or be open to study and obtain an OTL License
* Significant knowledge of Property and Casualty insurance.
* Have successfully completed at least 2 CIP courses or be willing to complete them within 6 months or your start date
* At least 3 years of management experience, coaching, training or mentoring experience ideally in a contact center environment.
* University degree in management or any combination of education and experience deemed relevant for the position.
* Bilingualism (French and English) is a requirement for this role
* Strategic…