Team Lead, Engagement Center

Brightway Insurance•Jacksonville, FL

About The Position

The Team Lead, Engagement Center provides daily leadership to customer service staff, ensuring timely delivery of high-quality insurance-related customer service and helping resolve disputes. The role assigns and follows up on department work, identifies system, process, and workflow improvements, and motivates the team to perform at a high level. It represents Brightway leadership to employees and others and works across the organization and with franchisees to resolve issues promptly and support satisfaction. The Team Lead manages insurance professionals handling inbound and outbound customer, agent, carrier, and other requests by phone and email. The position evaluates complex issues, develops and documents effective responses, and uses those cases as training aids. It also monitors performance, provides feedback, reports team activity and outcomes to a manager, maintains accurate procedures, prepares job objectives and performance reviews, recommends salaries, administers HR policies, and mentors less experienced employees. Other related duties may be assigned.

Requirements

4–6 years of experience in customer service or a related field.
At least 2 years of experience managing a team.
Proficiency in Microsoft Office products, including Word, Excel, Outlook, and PowerPoint.
A 20-44 or 220 license.
Demonstrated ability to manage and lead employees to achieve business outcomes.
Exceptional customer service mindset and ability to lead a group to superior outcomes.
Excellent communication skills, including the ability to convey complex ideas clearly and concisely.
Superior knowledge of Brightway systems and ability to train less experienced employees.
Strong independent judgment, decision-making, and creative problem-solving skills.
Ability to learn, embrace, and apply new concepts and skills.
Ability to gather and analyze complex facts and data, draw inferences, weigh alternatives, and present logical solutions.
Excellent time-management skills and ability to model these skills for the team.
Ability to support management in delivering messages to employees.

Nice To Haves

Bilingual ability.
At least 1 year of experience in Brightway’s Engagement Center.

Responsibilities

Manage a team of insurance professionals handling inbound and outbound requests by phone and email from customers, agents, carriers, and others.
Identify improvements to customer service, workflow efficiency, output, and the work environment.
Evaluate complex issues, compose effective responses, document the steps taken, and use documented cases as training aids.
Hold routine individual discussions about performance and improvement opportunities, and incorporate feedback to improve customer satisfaction.
Represent the team to company leadership and report activity and outcomes to the manager.
Document activities and follow up regularly and accurately in appropriate systems.
Maintain a current and accurate department procedures manual.
Write job objectives and performance reviews and make salary recommendations for team members.
Administer company HR policies and procedures.
Ensure work quality meets established standards.
Mentor less experienced employees.
Perform other related duties as assigned.