Team Lead, Engagement Center

Brightway Insurance•Charlotte, NC

1d•Onsite

About The Position

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation�s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development. We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets.

Requirements

4-6 years experience in Customer Service or a related field.
2+ years managing a team.
Proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint).
Possess a 20-44 or 220 license.

Nice To Haves

1+ years of experience in Brightway�s Engagement Center is preferred.

Responsibilities

Manage a team of insurance professionals handling inbound and outbound requests from customers, agents, carriers, and others via phone and email.
Proactively identify improvements that would enable better customer service, efficiency in workflow/output and enhanced work environment.
Apply deep industry and company knowledge to evaluate the most complex of issues encountered by the unit and others, compose effective responses and document steps followed and uses that as a training aid for others.
Perform routine individual discussions to gain a better understanding of job performance and opportunities to improve and incorporate feedback to achieve higher levels of customer satisfaction.
Represent the team to company leadership and reports activity and outcomes to manager.
Document activities and follow up in appropriate systems regularly and accurately.
Maintain current and accurate procedures manual for department.
Write job objectives, performance reviews, salary recommendations for people in the unit.
Administer company HR policies/procedures.
Ensures quality of work meets certain standards.
Act as mentor to those less experienced.
Performs other related duties as assigned.