Contact Center Team Leader, FPRS (Hybrid)

About the role

Supporting our Financial Protection & Retirement Solutions (FPRS) group, you will lead, manage, coach, develop, and motivate an award-winning team of frontline colleagues to meet our commitments to customers while living our Guardian Values. You will demonstrate leadership competencies and behaviors needed to influence change and accelerate impact through a consumer-centric, growth mindset.

Responsibilities

• Lead day-to-day business operations and achieve optimal service results, serving as primary point of contact for colleagues, critical business partners and customer escalations
• Oversee and inspire a high-performing team through daily coaching, delivery of training to new and seasoned colleagues, call/contact listening, providing tailored development feedback to each team member, and driving colleague engagement
• Effectively execute and manage budgeted resources against business goals to ensure that commitments and key performance metrics are achieved
• Proactively monitor schedule adherence and behaviors to ensure team members are in the right place, at the right time, to effectively serve our customers
• Proactively analyze root-cause issues that generate escalations, unnecessary customer effort, or multiple contacts on same service issue, adversely impacting the overall customer experience
• Provide thoughtful responses to customer experience feedback, assisting with service recovery and/or implementing business improvements to drive persistency and service excellence
• Proactively identify and communicate with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business
• Effectively lead and/or collaborate on department projects and ongoing recruitment strategy
• Partner on new program initiatives and rollouts, with an emphasis on digital advancements, automation, operational efficiency, and service excellence
• Create a culture of diversity and innovation where colleagues feel safe and empowered to share their thoughts/ideas; effect change that will benefit team and enhance service experiences

Requirements

• BA/BS degree preferred, or equivalent work experience
• Three plus years of insurance, or other financial service industry experience, preferred

Qualifications

• Excellent leadership, analytical, verbal & written communication skills, and emotional intelligence
• Exceptional level of accountability, discretion, and independent decision making
• Ability to create effective relationships with senior leaders, peers, colleagues, and partners and be recognized as a trusted subject matter expert and resource
• Strong ability to prioritize tasks, take initiative and problem-solve
• Strong ability to simultaneously manage multiple business processes or functions
• Proficiency in Microsoft products (Word, Excel, Powerpoint, OneNote)

Skills

• Leadership and management skills
• Customer service and relationship management
• Team building and development
• Problem-solving and decision-making
• Communication and interpersonal skills

Benefits

Our promise includes support and flexibility to achieve your professional and personal goals through skill-building, leadership development, and philanthropic opportunities. We offer a comprehensive benefits package including:

• Health, dental, and vision insurance
• Pension plan
• 401(k) retirement savings plan
• Flexible spending accounts
• Life insurance
• Disability insurance
• Employee assistance program
• Generous paid time off

Pay

$68,970.00 - $113,310.00

Schedule

Hybrid work arrangement - expectation of at least 3 days in the office

Location

Primary office location - Bethlehem, PA or Pittsfield, MA