Team Leader, Insurance Operations
Core
Leading a team in an insurance contact center to ensure goals are met, maintain customer experience, and support employee development.
Role type
Team Leader, Insurance Operations
Builds
Insurance claims and policy operations workflows for clients
Domain
Insurance / Contact Center Operations
Required skills
RIBO license, Broker experience, Performance management, Coaching, Data systems proficiency, CRM usage, Policy management systems, Schedule coordination, Interviewing, Cross-functional collaboration
Preferred skills
Senior broker experience, Peer coach experience, Management experience, Bilingual French/English
Technologies
Data systems, Portals, Customer relationship management (CRM), Policy management systems
Responsibilities
Support staff by identifying developmental needs and conducting performance reviews; Collaborate with managers on employee discipline and terminations; Act as a technical resource for data and policy systems; Handle escalations and document outcomes; Participate in management meetings for volume planning; Coordinate staff schedules; Participate in candidate selection.
Seniority
Individual Contributor, Team Lead