Ocean import operations coordinator managing end - to - end shipments for DSV, a global transport and logistics leader. Coordinating carriers, documents, compliance, costs, KPIs, and customer communication.
About the role
- Sales and service operations director leading client care, partner support, and inside insurance sales at Optiom, a Canadian managing general agency. Managing contact-centre KPIs and scaling advisor teams.
Responsibilities
- Provide accountable leadership for Client Care, Partner Support, and Inside Sales / Insurance Advisor teams
- Run these functions as one metrics-governed service delivery operation
- Actively manage average time to answer, abandon rate, average call length, and outcomes
- Build and scale a producing Inside Sales / Insurance Advisor team
- Develop coaching infrastructure to grow the sales team responsibly
- Lead multiple functions with accountability for service quality and performance outcomes
- Report to the VP, Operations
Requirements
- 8+ years of progressive leadership experience in contact centre, service delivery, or insurance/brokerage operations
- Direct accountability for call centre KPIs, including average time to answer, abandon rate, average call length, first-contact resolution, or equivalent
- Experience leading multiple functions or teams concurrently, with 10+ direct/indirect reports
- Accountability for service quality and performance outcomes
- Experience leading or scaling an inside sales, insurance advisor, or other producing sales team
- Direct or adjacent experience in P&C insurance, brokerage, MGA, or insurance contact centres
- Post-secondary education in business, insurance, or a related field — or equivalent demonstrable experience
- Experience with contact centre workforce management or telephony platforms (e.g., NICE, Genesys, Five9, Talkdesk) is a bonus
- Experience in a dealer-distribution, embedded-finance, or extended warranty / vehicle service contract model is a bonus
- CIP/FCIP designation, or an active general insurance licence (Level 1/2, CAIB) is a bonus
- Experience in a premium financing, collections, or fintech-adjacent service environment is a bonus
Benefits
- Competitive base salary plus performance bonus, commensurate with experience
- Comprehensive group benefits (medical, dental, vision, EAP)
- Vacation increasing with tenure
- Employer-supported licensing and professional development
- Accommodations available on request at any stage of the recruitment process
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