Note: The job is a remote job and is open to candidates in USA. One Inc is a company that empowers insurers to meet policyholder expectations. The Customer Service Team Lead is responsible for guiding and supporting a team of customer service representatives to deliver high-quality support and ensure team performance aligns with service standards.
Responsibilities
- Oversee a team of customer service representatives, providing guidance and training
- Monitors individual performance for team members and provides feedback to ensure their ability to execute all responsibilities and encourage growth
- Use expertise to ensure team’s understanding of scope of work
- Assist in improving team’s product knowledge
- Bridge gap between management, QA, and agents
- Coordinates/monitors daily work adherence to schedules and assignments
- Tracking SLA’s and other important KPI’s/metrics, and maintaining records for all agents
- Serve as a main point of contact for CSA’s
- Provide input into performance goals process and hiring decisions
- Weekly meetings with management to discuss team metrics, development, and update on CSA’s
- Meetings with team to provide updates on metrics
- Provide floor support/assistance to agents
- Additional duties as needed to support this position
Skills
- Ability to manage shifting priorities and timelines
- Ability to work in a team
- Ability to communicate effectively with people at all levels
- Positive attitude and passion for customer service
- Ability to strive in a fast-paced environment and adapt to change
- Training experience
- Strong critical thinking, planning and prioritization skills
- Ability to work under pressure and meet deadlines
- Demonstrated ability to solve problems
- Associate degree OR 2+ years relevant experience preferred
- Insurance experience is preferred
- Experience with MS Office, Google Suite, CRM applications
- Call Center or Customer Service experience a plus
- Bi-lingual a plus
- Growth Mindset
- Problem Solver
- Self-starter
- Demonstrates Ethical Behavior
- Strong Drive
- Team Player
- Supportive & Adaptable to Change
- Exudes a commitment to Personal & Professional Development
Benefits
- Medical, dental, and vision insurance
- A 401(k) plan
- A strong commitment to work-life balance
- Promoting opportunities for career advancement
Company Overview