Team Lead, Engagement Center

Job Responsibilities

• Manage a team of insurance professionals handling inbound and outbound requests from customers, agents, carriers, and others via phone and email.
• Proactively identify improvements that would enable better customer service, efficiency in workflow/output and enhanced work environment.
• Apply deep industry and company knowledge to evaluate the most complex of issues encountered by the unit and others, compose effective responses and document steps followed and uses that as a training aid for others.
• Perform routine individual discussions to gain a better understanding of job performance and opportunities to improve and incorporate feedback to achieve higher levels of customer satisfaction.
• Represent the team to company leadership and reports activity and outcomes to manager.
• Document activities and follow up in appropriate systems regularly and accurately.
• Maintain current and accurate procedures manual for department.
• Write job objectives, performance reviews, salary recommendations for people in the unit.
• Administer company HR policies/procedures.
• Ensure quality of work meets certain standards.
• Act as mentor to those less experienced.
• Perform other related duties as assigned.

Skills, Licenses, Certifications

• Demonstrated ability to effectively manage/lead employees to achieve desired business outcomes.
• Exceptional customer service mindset; a desire and ability to lead a group to superior outcomes.
• Excellent communicator; must be able to convey the most complex of ideas in a clear and concise manner.
• Superior knowledge of Brightway systems and is able to train others less experienced.
• Superior independent judgment, decision making and creativity in problem solving.
• Able to learn, embrace and put into practice new concepts and skills.
• Able to gather and analyze complex facts and data, draw inferences, weigh alternatives and present logical solutions.
• Excellent time management skills; is able to model this behavior for others on the team.
• Leader in the organization; supports management in delivering messages to employees.
• Bilingual (preferred).

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.