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Contact Center Team Lead
hace 2 meses
This position is responsible for overseeing the daily operations of a team of Specialists and Sr. Specialists in a contact center environment.
The ideal candidate will be able to coordinate workflows, ensure compliance with SLAs, and provide feedback on quality issues.
They will also be responsible for training, coaching, and motivating team members, while creating an environment that encourages teamwork and productivity.
Key responsibilities include:
- Coordinating daily workflow and ensuring timely completion of tasks
- Providing training, mentoring, and motivation to team members
- Preparing and completing assigned reports in a timely and accurate manner
- Communicating with clients directly on research findings, when applicable
- Supporting and assisting with insurance exception queues and validation
- Understanding complex insurance forms to update client databases accurately
- Determining action needed based on policy types from complex insurance forms
- Making timely premium payments from established escrow accounts to ensure continuous coverage
- Outbound calls to insurance agents, carriers, and state DMVs
Requirements for this role include:
- High School diploma or GED
- 4-year degree or equivalent experience preferred
- Ability to plan, prioritize, and organize to meet goals as demonstrated in previous positions
- Demonstrated leadership skills and ability to interact effectively with clients on complex issues
- Minimum 3 years experience in insurance, banking, finance, mortgage lending, automobile titles, or related fields
- Minimum 2 years demonstrated leadership experience
We estimate the salary for this position to be around $60,000 - $80,000 per year, depending on location and qualifications.
