Contact Center Team Lead
Group 1001

Job Info

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Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001's culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets - our employees.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.

Summary:

The Contact Center Team Lead works closely with management, Support Teams, and team members to ensure that the highest level of service is provided to all customers. This position provides coaching, assistance, and general support to Customer Service Coordinators.

Main Accountabilities:

• Serves as a lead staff member to monitor and observe Customer Service Coordinators in accordance with policies and procedures
• Serves as the point of contact for Customer Service Coordinators on the contact center floor
• Work in partnership with other team leads to provide consistent messaging and support to the team and floor
• Assist with daily communication to Customer Service Coordinators via any/all applicable communication methods
• Assist with ongoing coaching and training of Customer Service Coordinators via side by side monitoring and coaching
• Assists with monitoring service levels and communicates issues to Contact Center management
• Addresses escalated calls/issues; takes appropriate action to calm upset customers and resolve customer issues/complaints in relation to our process
• Assists with observing the work environment to ensure we maintain a positive and engaged atmosphere
• Provides summary of employee's performance to Contact Center Management
• Monitors phone call quality and assists with achieving and maintaining service improvement goals
• Serves as a Customer Service Coordinator to stay abreast of Delaware Life products and procedures, and to ensure service standards are being met
• Identifies training opportunities and conducts quick hit sessions
• Tests new procedures to ensure viability and clarity
• Distributes daily workload based on resources available and incoming volumes
• Assists with other duties as assigned

Qualifications:

• A minimum of 1 year of Annuities Contact Center experience required
• Demonstrated ability to mentor and coach others, including a strong commitment to customer service and quality required.
• In-depth knowledge of Delaware Life's products and services
• Strong verbal and written communication skills
• Proven decision-making skills and ability/willingness to multi-task in a fast-paced environment
• Strong organizational and time-management skills
• 3+ years of experience in Annuity services/Customer Service
• Prior team lead experience, preferred

Benefits Highlights:

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001's benefits package. Employees (and their families) are eligible to participate in the Company's comprehensive health, dental, and vision insurance plan options. Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability, and to enroll in the Company's Employee Assistance Program and other wellness initiatives. Employees may also participate in the Company's 401K plan, with matching contributions by the Company.

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