Contact Center Team Leader, FPRS

Role Overview

• Lead day-to-day business operations and achieve optimal service results, serving as primary point of contact for colleagues, critical business partners and customer escalations
• Oversee and inspire a high performing team through daily coaching, delivery of training to new and seasoned colleagues, call/contact listening, providing tailored development feedback to each team member, and driving colleague engagement
• Effectively execute and manage budgeted resources against business goals to ensure that commitments and key performance metrics are achieved
• Proactively monitor schedule adherence and behaviors to ensure team members are in the right place, at the right time, to effectively serve our customers
• Proactively analyze root-cause issues that generate escalations, unnecessary customer effort, or multiple contacts on same service issue, adversely impacting the overall customer experience
• Provide thoughtful responses to customer experience feedback, assisting with service recovery and/or implementing business improvements to drive persistency and service excellence
• Proactively identify and communicate with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business
• Effectively lead and/or collaborate on department projects and ongoing recruitment strategy
• Manage annual performance review process, helping leadership team to set annual objectives/goals and key result thresholds
• Partner on new program initiatives and rollouts, with an emphasis on digital advancements, automation, operational efficiency, and service excellence
• Create a culture of diversity and innovation where colleagues feel safe and empowered to share their thoughts/ideas; effect change that will benefit team and enhance service experiences

Requirements

• BA/BS degree preferred, or equivalent work experience
• Three plus years of insurance, or other financial service industry experience, preferred
• Excellent leadership, analytical, verbal & written communication skills, and emotional intelligence
• Exceptional level of accountability, discretion, and independent decision making
• Ability to create effective relationships with senior leaders, peers, colleagues, and partners and be recognized as a trusted subject matter expert and resource
• Ability to effectively prioritize tasks, take initiative and problem-solve
• Excellent time management and organizational skills
• Experience analyzing business area quality and productivity standards
• Strong ability to simultaneously manage multiple business processes or functions
• Proficiency in Microsoft products (Word, Excel, Powerpoint, OneNote)

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities