Products / Services
Competition Number:
Competition Dates - From: 
Tuesday, May 06, 2014
Friday, May 16, 2014
Team Leader, Member Experience, Individual Products
Employment Type:
Full-time permanent
Competitive Compensation and Benefits Package

Recognized as one of Canada’s 10 Most Admired Corporate Cultures, Medavie Blue Cross understands each one of its 1,900 employees plays a key role in building a strong and successful organization. Throughout the six provinces in which we operate, we know our people make a difference in our customers’ lives each day. We encourage our employees to be involved and to support activities that allow for personal and professional growth and development. As a not-for-profit organization, we also place a high priority on giving back to the communities in which we live. 

If you are looking for an opportunity in a challenging, fast-paced and team-oriented work environment with a leading local organization, the career you’ve been looking for may be waiting for you at Medavie Blue Cross.

Role Summary:

The Team Leader of the Member Experience, Individual Products team is responsible for responsible for supporting the growth, retention and profitability of Medavie Blue Cross Individual Members from an end-to-end member focused solution. The Team Leader will provide ongoing leadership and direction to the CSR’s in the Individual Products team within a focused Contact Centre environment to ensure accurate, efficient and professional service delivery while providing dedicated, strategic growth opportunities. This role will also be responsible for achieving and maintaining customer service expectations, retention targets and managing a department budget, as well as maintain operational metrics

This position will be of interest to individuals who truly believe in going above and beyond to offer exceptional customer service to clients, while effectively promoting and supporting a positive work environment and an engaged cohesive team. 

Current operational working hours in this department are between 8 AM and 8 PM Monday to Friday. 

As a Team Leader your Key Responsibilities will include:
  • Provide guidance and strategic direction in the day-to-day operation for the Member Experience, Individual Products, including; planning, objective setting, performance management, and strategies for business growth and retention; 
  • Working with the Individual Direct Sales and Marketing teams to develop growth, retention and profitability strategies for the Medavie Blue Cross Individual products and ensuring effective implementation of these initiatives with the Member Experience, Individual Products team through inbound and outbound calling; 
  • Lead the Member Experience, Individual Products team in the deployment of targeted sales and retention strategies for Individual clients, including a focus on continued process efficiencies / improvements and identifying opportunities for targeted products and benefits;
  • Participating in the management of the annual budget for Individual products and services;
  • Conduct performance reviews and assist with performance improvement, performance goal planning and career development while focusing on the importance of teamwork while promoting a strong Member/Customer experience;
  • Ensure employee engagement through motivation, developing team and building relationships;
  • Assess and analyse processes to maximize overall efficiency of the Member Experience, Individual Products team to ensure proper staffing levels to ensure streamlined sales and service goals to members;
  • Manage effective recruitment and selection process for Member Experience, Individual Products team ensuring career development and succession goals are aligned within the overall organizational objectives; and 
  • Ensure key performance indicators, sales goals and service levels are achieved at both the employee and department level. 

As the ideal candidate, you possess the following Qualifications:

EducationA Bachelor’s degree or Post-secondary diploma with a focus in Business, Marketing or related Health Care or Insurance focus.  

Work Experience:
  • A minimum of 5 years related experience in leading a Sales driven and member focused team within a Contact Centre;
  • Must have previous experience working in a Contact Centre Environment; and
  • Demonstrated ability to build effective sales strategies and development of employees.  
Computer Skills: Excellent knowledge of the full suite of Microsoft products (Word, Excel, Power Point) with a technical aptitude and resourcefulness.

Other Qualifications: 
  • Understanding of the end-to-end sales process and customer service lifecycle in a Contact Centre environment;
  • Strong organizational and presentation skills;
  • Interpersonal communication skills; and are customer oriented; and
  • Excellent analytical, decision-making and problem solving skills.
Language Skills: Bilingualism in English and French considered a strong asset in this role.  


Apply Now

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted. No phone calls please.

Citizenship - Useful Information

Please indicate in your application the reason you are entitled to work in Canada: Canadian citizenship, permanent resident status or work permit.

Reliability screening will be required.

Medavie Blue Cross is an equal opportunity employer.