Agency Support Team Lead

About the role

Assist the Agency Support Manager in developing a team-based approach to handling Agency Support and Quality Control inquiries and functions. Provide support by hiring, training, and developing professional staff. Oversee the daily operation of Agency Support to ensure calls, chats, and tasks are handled efficiently with an exceptional customer experience. Act as a resource and coach to team members to meet department and company objectives, resolving complex issues and complaints. Assist in developing and implementing strategies for improved oversight and efficiencies, and in building effective teams to achieve a high-quality customer experience for Farm Bureau Insurance agents and field office staff.

Create an environment where people feel valued, appreciated, and empowered to improve the organization, fostering open sharing of ideas and opinions. Provide opportunities for knowledge sharing and skill development while coaching team members to meet department standards. Use available technology to stay organized, build and motivate teams, conduct crucial conversations about expectations, perform monthly touch bases, and delegate tasks as needed.

Perform periodic audits of department functions to ensure accuracy and drive improvements in quality and consistency. Maintain departmental standards for production and accuracy, track quality assurance data, and provide daily statistics to team members. Analyze data against goals and perform quality monitoring of calls, chats, and system administration, including spot checks on telephone calls, chats, tickets, and tasks once a trainee is released to work independently.

Requirements

• Bachelor’s degree with a focus on business, management, insurance, or finance, or equivalent experience may be considered.
• Three to five years’ experience in customer service within a contact center or professional office.
• Past leadership, training, coaching, and mentoring experience.
• Willingness to pursue continuing job-related training and education.
• Demonstrated ability to use discretion when dealing with confidential material.
• Demonstrated ability to learn new technologies.
• Keyboarding skills with accuracy.
• Experienced computer usage and proven skills in Microsoft 365, including Teams, Outlook, SharePoint, Word, Excel, Forms, and PowerPoint.
• Must be accurate, detail-oriented, dependable, and organized.
• Designations in AINS, API, or AU required, or actively being pursued.

Preferred Qualifications

• Professional accomplishments in AICPCU programs.

Benefits

• Full benefit package including medical, dental, vision, and 401K.