Team Lead
Department:
Customer Service Agility
Typical Tenure for this Role:
2 years
Promotion to this role is subject to availability.
Role Overview
Role Description
The Customer Service Agility Team Lead is a working leader who focuses on mentoring team members, providing guidance and feedback to help them develop their skills and achieve performance goals. In addition to their leadership role, the Lead takes on project work to improve processes and implement new initiatives that enhance the customer experience and team efficiency. This role requires the completion of Service Center training and the attainment of a P&C license.
Key Skills & Competencies
The focus is on foundational leadership, autonomy, and strategic thinking:
Leadership & Coaching Style:
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Teach Versus Tell: Possesses the ability to coach and develop by guiding team members to solutions rather than simply providing answers.
Autonomy & Initiative:
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Work Independently: Takes full ownership of tasks and projects, managing responsibilities without constant supervision.
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Demonstrates Initiative: Proactively identifies opportunities for improvement and takes action to address them.
Strategic & Creative Thinking:
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Creativity: Applies creative thinking to problem-solve and develop innovative solutions for team challenges or process gaps.
Required Cross-Training:
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Service Center Training: Required to provide supervisory and overflow support across both Customer Service and Service Center functions.
KPIs
Performance is measured by departmental service adherence and individual performance:
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Service Level: Work to meet the department-wide goal of 70% Service Level.
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Individual Performance: Meet or exceed 3 core KPIs (typically CSAT, VALADD, and Availability).
Role Development
Learning and Development
The followed is required for this role:
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Property and Casualty (P&C) License
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Service Center Training
Guidelines for Promotion into this Role
Promotion requires consistently meeting or exceeding the 3 core KPIs, demonstrating established leadership ability, and serving as a peer mentor.
Beyond this Role
Common Next Roles
Coming soon!
Similar Roles
Coming soon!