Team Lead, Engagement Center

The Team Lead, Engagement Center provides daily leadership to customer service staff to meet expectations, ensuring effective delivery of superior insurance-related customer service and resolving disputes. They identify system, process, and workflow enhancements, assign work, and follow up in a timely manner. The Team Lead inspires a team to perform at the highest level in every call, every day.

What You Will Do

Manage a team of insurance professionals handling inbound and outbound requests from customers, agents, carriers, and others via phone and email. Proactively identify improvements for better customer service, efficiency in workflow/output, and enhanced work environment. Apply deep industry and company knowledge to evaluate complex issues and compose effective responses.

Why It Might Be a Fit

The ideal candidate has 4-6 years of experience in Customer Service or a related field, as well as 2+ years of managing a team. They must be proficient in Microsoft Office products and have a 20-44 or 220 license. Bilingual preference is given.

Requirements

• Demonstrated ability to effectively manage/lead employees to achieve desired business outcomes
• Exceptional customer service mindset; a desire and ability to lead a group to superior outcomes
• Excellent communicator; must be able to convey the most complex of ideas in a clear and concise manner
• Has superior knowledge of Brightway systems and is able to train others less experienced
• Superior independent judgment, decision making, and creativity in problem solving
• Ability to learn, embrace, and put into practice new concepts and skills
• Able to gather and analyze complex facts and data, draw inferences, weigh alternatives, and present logical solutions
• Excellent time management skills; is able to model this behavior for others on the team
• Leader in the organization; supports management in delivering messages to employees

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Life insurance
• 401(k) plan
• Paid time off
• Paid holidays
• Flexible work arrangements