Team Lead, Engagement Center

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 enable better customer service, workflow efficiency, and an enhanced work environment. Apply deep industry knowledge to evaluate complex issues, compose effective responses, and document steps as training aids. Perform routine individual discussions to gain understanding of job performance, incorporate feedback, and achieve higher levels of customer satisfaction. Represent the team to company leadership, report activity and outcomes, and maintain current and accurate procedures manuals. Write job objectives, performance reviews, and salary recommendations for people in the unit while administering company HR policies. Act as a mentor to less experienced team members and perform other related duties as assigned.