Contact Center Team Lead

Job Summary

A company is looking for a Contact Center Team Lead to oversee customer service representatives and ensure operational excellence.

Key Responsibilities

• Provide leadership and mentorship to customer service representatives, fostering a culture of excellence and continuous learning
• Track team performance against service level agreements and implement improvements to achieve optimal outcomes
• Serve as the point of escalation for complex inquiries and ensure compliance with company policies and regulatory requirements

Required Qualifications

• High School Diploma or Equivalent required; Bachelor's Degree preferred
• 5+ years of experience in a contact center environment, preferably in insurance or financial services
• 2+ years of experience in a supervisory or leadership role
• Strong understanding of life insurance products and transaction processing
• Experience with annuities is preferred