Team Lead - Commercial Lines

About Brightway

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation’s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development. We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets.

About the role

The Engagement Center Team Lead is a high-impact, hands-on leader who owns the daily performance of their team. This role goes beyond traditional supervision by driving operational excellence, service quality, and continuous improvement across the Engagement Center. Provides daily leadership to customer service staff to meet expectations. Ensures effective, timely delivery of superior insurance-related customer service and helps resolve disputes. Identifies system, process and workflow enhancements. Assigns work throughout the department and follows up on it in a timely way. Creates a high-performance culture centered on customer experience, accountability, and execution excellence. Serves as a visible representative of Brightway leadership through consistent communication, coaching, and operational presence. Works with all levels of the organization and with all franchisees to promptly resolve issues to ensure satisfaction.

What Success Looks Like

Team Leads at Brightway are measured on outcomes, not activity. You own the following KPIs for your team:

• Service Level & Speed - Calls handled within target, low abandonment rate
• Quality Scores - QA accuracy, compliance, call resolution standards
• Team Productivity - Productivity, efficiency, and workload management across assigned representatives
• Automation Adoption - Adoption and optimization of digital tools, workflows, and process automation initiatives

Responsibilities

• Drive Team Performance – Daily Own real-time floor presence — monitor queues, intervene early, and remove blockers before they affect customers or SLAs; Review team dashboards and metrics at the start and end of every shift; act on trends, not just exceptions; Constantly monitoring team inventory of work to ensure cases are being resolved quickly and accurately. No cases are left behind; Deliver targeted, data-driven coaching focused on performance improvement and customer outcomes; Deliver rapid feedback loops — same-day recognition and redirection.
• Champion Quality & Compliance – Own QA outcomes for the team — listen to calls, review interactions, identify patterns, and close gaps; Ensure every team member understands current standards and is equipped to meet them; Escalate systemic quality issues with documented root cause and proposed solutions; Model the behaviors you expect — you are the standard.
• Lead Automation & Process Improvement – Actively identify manual, repetitive tasks that can be automated or streamlined; Partner with Engagement Center peers and Technology to implement, test, and embed