Team Leader, Customer Contact Center

Penn National Insurance • Harrisburg, PA

87d • Remote

About The Position

We are seeking a highly skilled and motivated Customer Service Center Supervisor to oversee and direct the activities of our Customer Service team within a high-volume call center environment. In this critical leadership role, you will manage a team of up to 16 customer service representatives, ensuring optimal service delivery across both personal and commercial lines of business. You will be responsible for maintaining performance standards, driving continuous process improvements, and overseeing the effective use of technology and resources to support customer inquiries. The ideal candidate will possess extensive experience in call center management, a strong customer service orientation, and the ability to lead teams to achieve excellence in service delivery.

Requirements

• An Associate's degree in business administration or equivalent work experience in customer service/call center.
• Minimum of 5 years progressively responsible customer service experience.
• Basic knowledge of call center technology and applications.
• Ability to communicate effectively and professionally, both orally and written.
• Thorough knowledge of call center technology.
• Strong organizational and PC skills.

Nice To Haves

• Completion of continuing education courses, such as IIA.

Responsibilities

• Plan, organize, staff and lead the work activities of the Customer Contact Center.
• Develop the technical and interpersonal skills of each staff member.
• Provide advice and assistance to internal personnel, agents, policyholders, and operating areas.
• Establish and maintain effective two-way communication between staff and stakeholders.
• Analyze types of inquiries/requests and adjust call center processes and staffing accordingly.
• Lead and promote continuous improvement processes.
• Ensure the Customer Contact Center meets service levels for handling inquiries.
• Plan and manage call center phone schedules, work at home schedules, and shift schedules.
• Utilize statistical reporting and call tracking mechanisms for quality and quantity monitoring.
• Monitor entry of data into call tracking system for timely follow-up with customers.
• Ensure adherence to call scripting and uniform information provision.
• Monitor and improve call center workflow, processes, and technology.
• Conduct employee coaching, mentoring, and skills development.
• Analyze and resolve complex problem referrals and escalations.
• Manage formal customer satisfaction programs.
• Ensure technology infrastructure supporting the Customer Contact Center is functioning effectively.
• Interact with all levels of internal staff and establish effective communication.

Benefits

• Valid driver's license and ability to operate a motor vehicle.
• Ability to travel, with overnight stays required.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Insurance Carriers and Related Activities
• Education Level: Associate degree