Team Lead, Customer Service

We are seeking a Team Lead, Customer Service to supervise team members and enhance customer experiences for internal and external clients. The successful candidate will focus on compliance with risk acceptability guidelines and achieving profitable business outcomes.

Key Responsibilities:

• Monitor team performance metrics such as customer experience, work quality, and compliance with regulations.
• Create and implement performance improvement plans tailored to individual team member skills.
• Ensure team members meet individual and collective performance goals.
• Communicate performance metrics to team members and management.
• Engage with customer inquiries as needed.
• Collaborate with other leaders to develop and implement process improvements and special projects.
• Maintain current knowledge of procedures, contractual provisions, and regulatory requirements.
• Participate in professional development through industry-related courses and seminars.
• Advocate for the organization's overall strategy and core values.

Core Competencies:

• Business Results: Set performance standards that align with departmental success.
• Innovation: Actively contribute to process improvements and organizational strategies.
• Communication: Adapt communication style to different audiences.
• Job Knowledge: Possess in-depth knowledge of contact center processes and customer needs.
• Teamwork: Seek and incorporate feedback for personal and team growth.
• Leadership: Inspire, develop, and mentor team members.

Requirements:

• Bachelor’s degree preferred.
• 3 to 6 years of experience in insurance processes, including BPO/GCC.
• 1 to 2 years of experience in a senior service support role, preferably in insurance customer service.
• Recent leadership experience required.
• Fluent in English, both written and spoken.
• Experience in US Property & Casualty Insurance customer service preferred.

Skills and Capabilities:

• Strong people management skills.
• Effective communication abilities.
• Coaching and development skills.
• Experience with chat and case/alert management platforms.
• Familiarity with Power BI is desirable.

Benefits:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development