Team Lead
Department:
Service Center
Typical Tenure for this Role:
1-3+ years
Promotion to this role is subject to availability.
Role Overview
Role Description
The Team Lead is an essential working leader who has mastered all the skills of prior service center roles. This position is responsible for Tier 1 escalation support and plays a vital role in quality assurance, coaching, and project management. The Team Lead acts as a training lead and is a key contributor to maintaining high service standards while serving as a contingency lever to support processing duties and phone calls during periods of high volume.
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Note on Schedule: This is a full-time position. Operational hours are Monday–Friday, 8:00 AM to 7:00 PM. Shifts may be flexible based on departmental needs.
Key Skills & Competencies
Team Leads must be proficient in managing the operational needs of the team while proactively driving improvement. They are expected to role model skills from all junior service center roles.
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Leadership & Coaching: Conducts side-by-side coaching, Quality Assurance (QA) reviews, and participates in call collaborations, often in partnership with Supervisors. Proactively supports staff through problems.
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Problem Solving: Anticipates and solves inherited challenges and proactively brings new fixes and solutions to leadership.
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Strategic Thinking: Ability to develop and implement ideas for operational improvement.
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Responsibility & Visibility: Responsible for leading and executing small to medium cross-functional, visible initiatives.
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Communication: Capable of supporting the needs of employees, Marketing, and Agency Principals.
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Technical Mastery: Continues to perform all core duties, including complex processing (Cash Processing, Waive Premium), quoting, de-escalating, and handling call escalations.
KPIs
The Team Lead is responsible for driving team-wide success by meeting key performance targets:
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CSAT: 83%
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VALADD: 14%
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Accountability: Success is measured by the ability to take accountability and role model the required skill sets for the junior service center roles.
Role Development
Learning and Development
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Property and Casualty (P&C) Producer License: Required for the role.
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Additional insurance licensure, such as CIC, CISR, or CPCU, is valuable for demonstrating advanced subject matter expertise.
Guidelines for Promotion into this Role
Promotion to Team Lead requires an employee to be a consistent high performer with clear leadership potential:
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Mastery: Demonstrated mastery of skills for both phone support and complex processing duties.
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Leadership Skills: Proven interpersonal skills to train, mentor, and coach fellow employees, as well as handle escalated service requests effectively.
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Track Record: A history of modeling ideal behavior regarding production, adherence, and commitment to excellent customer service.
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Project Ownership: Proven ability to own complex project work and represent the Service Center in broader organizational meetings.
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Advancement Readiness: Displays the professional skills necessary for further advancement to Supervisor.
Beyond this Role
Common Next Roles
Workforce Analyst
Marketing Representative
Similar Roles
Coming soon!