Life Insurance Contact Center Team Lead - Remote

Overview

The Life Insurance Contact Center Team Lead plays a crucial role in ensuring the smooth operation of the customer experience contact center team. This position involves providing guidance, resolving escalated issues, and supporting continuous improvement initiatives.

In Short

• Support implementation and change management activities.
• Assist team manager with prioritization of team needs.
• Manage high-volume escalation calls and transactions.
• Provide expert process knowledge to team members.
• Support training and development for new hires.
• Conduct research and resolve escalated issues.
• Assess workflows and recommend improvements.
• Collaborate with internal teams and partners.

Requirements

• High school diploma or equivalent; college degree preferred.
• 3-5 years of life insurance/annuity experience.
• Experience as a mentor or team leader.
• Willingness to participate in continuous education.
• Expert knowledge of work unit processes and systems.
• Strong knowledge of Microsoft Office products.
• Willingness to travel for training and conferences.

Benefits

• Impactful work that protects customers' lives.
• Opportunities for professional development.
• Collaborative work environment.
• Support for continuous improvement initiatives.