Team Leader, Customer Service - Petline - Manitoba Customer Contact Association

Team Leader, Customer Service - Petline


Around here, every day is “bring your pup to work” day. That’s because to us, pets are like family. Enjoy helping thousands of pet owners across the country while advancing your career in a culture that’s collaborative, empowering, and rewarding. If Petline sounds like your kind of place, come unleash your ambition with us. 

Petline is part of Definity, a Canadian, multi-channel, property and casualty insurance company whose success is founded on our family of companies’ long history of delivering a superior experience for those who count on us. We’re proud to help our customers, broker partners, employees, and communities adapt and thrive in a world of constant change. Our success in transforming into a digital leader in our industry is driven by a talented and engaged team with a passion for innovation and high performance.

In this role, you will:

  • Build and maintain constructive relationships with internal and external clients
  • Develop and improve internal processes, procedures and systems to meet sales targets, retention targets and service level

Your Responsibilities

  • Leading and supporting an engaged, high-performance team through employee sales/ service development, performance management, coaching and team effectiveness
  • Driving compliance with quality assurance measurements to meet corporate objectives
  • Leading on the implementation of continuous improvement initiatives to grow and retain business
  • Collaborating with the management team to support and deliver upon service excellence, sales, service level and retention targets
  • Providing support and resolution strategies for clients and client escalations
  • Participating in call calibration sessions to support ongoing quality assurance
  • Participating in devising operational plans to achieve strategic goals
  • Tracking, reporting and responding to metrics through adaptation of coaching and operational plans to meet sales, retention, service and quality targets

Your Skills and Experience

  • Post-secondary degree/diploma or equivalent combination of education and experience
  • General Insurance License, Level 2
  • Strong communication and negotiation skills
  • Able to remain calm and effective while working under pressure
  • Professional, friendly and courteous — bonus points for a good sense of humour
  • Able to successfully build effective business relationships
  • Able to promote and contribute to a positive work environment by encompassing our values

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Go ahead and expect a lot — you deserve it, and we’ve got it: 

  • Hybrid work schedule for most roles
  • Company share ownership program
  • Pension and savings programs, with company-matched RRSP contributions
  • Paid volunteer days and company matching on charitable donations
  • Educational resources, tuition assistance, and paid time off to study for exams
  • Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
  • Wellness and recognition programs
  • Discounts on products and services

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected]

Background checks
This role requires successful clearance of a background check (including criminal checks and leadership references).

Apply Here


October 5, 2022