Operations Team Lead

Shelter Mutual Insurance Company•Columbia, TN

9h•$21 - $26

About The Position

A company built to serve you. It's your career, Shelter it! Operations Team Lead $21.08 – $26.14 minimum starting pay Job Level: Supervisor Shelter maintains broad salary ranges for its roles in order to account for variations in geographic location, education, training, skills, relevant work experience, business needs and market demands. Please remember that this range is the starting base pay only and does not consider other components that make up the total rewards package for the position. What You Will Be Doing: Coordinate and supervise work of personnel involved in customer service activities. Monitor the efficiency and quality of call handling by department personnel. Make decisions on requests from agents to re-write policies and waive reinstatement fees. Assist agents and policyholders with billing questions. Handle calls that have been escalated by supervised personnel. Perform personnel functions including guidance, performance reviews and discipline. May act as replacement for Operations Manager upon request when Manager is not available. What We're Looking For: Superior leadership and communication skills, both oral and written are required. Ability to monitor productivity levels and evaluate employee performance to provide a high level of personal service. Supervise work of assigned personnel and oversee their handling of incoming calls to ensure a high quality of service and compliance with company policies and procedures. Participate in selection, hiring and training of new employees and perform personnel related functions for supervised employees. Make decisions regarding agent requests for rewriting policies and waiving reinstatement fees. Responsible for correcting billing statements due to endorsements or early payments. Perform other duties as requested by the Operations Manager to meet ongoing business needs. Ability to perform essential functions of the job, with or without a reasonable accommodation. Shelter's uncompromising commitment to excellence doesn't stop with our customers. We recognize our employees are what make us a premier organization in the insurance industry. Shelter Employees enjoy such benefits as: Health, Dental, Voluntary Vision and Prescription Drug Insurance Savings and Profit Sharing 401(k) Paid Time Off for Sick and Personal Leave, Vacation and Holidays Vitality Wellness Program "Dress for Your Day" Dress Code Flexible Scheduling And much more! #IND1# If interested, please apply by: 03/05/2026

Requirements

Superior leadership and communication skills, both oral and written are required.
Ability to monitor productivity levels and evaluate employee performance to provide a high level of personal service.

Responsibilities

Coordinate and supervise work of personnel involved in customer service activities.
Monitor the efficiency and quality of call handling by department personnel.
Make decisions on requests from agents to re-write policies and waive reinstatement fees.
Assist agents and policyholders with billing questions.
Handle calls that have been escalated by supervised personnel.
Perform personnel functions including guidance, performance reviews and discipline.
May act as replacement for Operations Manager upon request when Manager is not available.
Supervise work of assigned personnel and oversee their handling of incoming calls to ensure a high quality of service and compliance with company policies and procedures.
Participate in selection, hiring and training of new employees and perform personnel related functions for supervised employees.
Make decisions regarding agent requests for rewriting policies and waiving reinstatement fees.
Responsible for correcting billing statements due to endorsements or early payments.
Perform other duties as requested by the Operations Manager to meet ongoing business needs.
Ability to perform essential functions of the job, with or without a reasonable accommodation.