Team Lead, Contact Centre

WHO WE ARE  

HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we're passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product.  
  

OUR VALUES, OUR PASSION

At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.  

• Customer-Focused. Passionate Advocates 
• Courage to Act. Do the Right Thing 
• One Team. One Vision 
• Think Long-Term. Ever-Evolving 
• Be Exceptional. Inspire Greatness

POSITION SUMMARY

The Team Lead, Contact Centre is a leadership development role designed for high-performing internal team members who consistently demonstrate strong results, operational knowledge, and leadership potential. This role plays a key part in supporting the day-to-day performance of the contact centre while partnering closely with the Contact Centre Manager on strategic initiatives, process improvements, and team development.

In addition to meeting individual and team targets, the Team Lead acts as a trusted resource for frontline employees, supports quality and compliance standards, and helps drive continuous improvement across the contact centre.

MAJOR ELEMENTS OF THE ROLE

• Monitor, analyze, and interpret contact centre KPIs to identify trends, performance gaps, and opportunities for improvement, using existing reporting tools and systems.

• Support the Contact Centre Manager with quality assurance (QA) activities, including call monitoring, feedback delivery, and ensuring adherence to compliance and SLA standards.

• Prepare and share regular performance updates and insights related to productivity, conversion rates, quality, and operational efficiency with leadership and the team.

• Act as a change champion by supporting the rollout of new processes, initiatives, and tools, and helping ensure smooth adoption across the team.

• Maintain a strong working knowledge of all Contact Centre Manager responsibilities and act as a backup when required to support business continuity.

• Serve as the First Point of Contact (FPOC) for testing and piloting strategic initiatives aimed at improving conversion rates, including Inquiry-to-Meeting (I:M), Meeting-to-Application (M:A), and other operational enhancements.

• Support onboarding and training of new hires by reinforcing best practices, providing hands-on guidance, and supporting learning during ramp-up periods.

• Assist with ongoing training and process updates for existing team members to ensure consistency and alignment with evolving business needs.

• Review customer feedback and call insights to identify trends and areas of improvement, and collaborate with management to enhance the overall client experience.

• Lead by example by consistently meeting performance expectations, demonstrating strong call quality, and modelling professionalism and accountability.

SKILLS AND EXPERIENCE REQUIRED

• Strong analytical skills with the ability to interpret KPIs, trends, and performance data to drive decisions.

• Excellent communication skills, both written and verbal, with the ability to present insights clearly to leadership and frontline teams.

• Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously.

• Change management mindset with the ability to influence adoption of new processes and initiatives.

• High attention to detail with a strong focus on quality, compliance, and continuous improvement.

• Collaborative and solution-oriented approach to problem-solving.

• Proficiency with CRM systems and reporting tools (e.g., Salesforce or similar platforms) is preferred.

• Demonstrated experience working with contact centre metrics, QA frameworks, and performance reporting.

• Post-secondary education in Business or a related field is an asset but not required; internal experience and performance are key considerations.

WORKING CONDITIONS UNIQUE TO JOB

• Hybrid work environment

WHY WORK AT HOMEEQUITY BANK?

Great Environment

HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.

We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.
 

A Dynamic Culture – With People at the Centre  

We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto's Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures , the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023. 
 

Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.

Celebrating Great Work and People

We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say 'great job' to their colleagues and leaders.

From our Appreciate Program to the High Five Award Program and President's Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.

Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.

The Perks (for eligible employees)

• HomeEquity Bank offers a competitive total rewards package that includes:

• Extended health and dental benefits

• Employee & Family Assistance Program

• Employer-Matched Group Retirement Savings Plan

• Employee Share Investment Plan

• Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits

• Employee corporate discount for GoodLife Fitness 
   

HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Please note that our successful candidate is required to complete a background check.

Stay in the Know

Find out what we're up to online, and learn more about what makes HomeEquity Bank a great place to work:

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Join Us If you're ready to build the future of reverse mortgages, we want to hear from you.