Contact Center Team Lead

Job Description:

Position Overview

Our Contact Center is at the heart of delivering outstanding support to Financial Professionals, their assistances, and their clients. We are seeking a dynamic, results-driven Team Lead to inspire and guide our customer service representatives (CSRs) and Specialists, ensuring operational excellence and top-tier service. The Team Leader for the Contact Center will be responsible for driving performance, enhancing processes, and fostering a culture of collaboration, accountability, and continuous improvement. The Team Leader ensures that team members adhere to company policies and procedures, maintain compliance with regulatory standards, and deliver exceptional customer service while meeting individual and team performance metrics. This role also involves coaching and developing team members, monitoring workload distribution, and ensuring efficient operations to meet business objectives. This position offers the opportunity to lead by example, solve complex challenges, and directly impact business success.

We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.

Responsibilities

• Provide leadership, mentorship, and day-to-day oversight of a team of CSRs and Specialists, ensuring they deliver high-quality and accurate customer service. Foster a culture of excellence, accountability, and continuous learning.
• Track and assess team and individual performance against established Contact Center Service Level Agreements (SLAs) and other key performance metrics. Proactively identify areas for improvement and implement necessary changes to achieve optimal team outcomes. Collaborate with internal departments such as Workforce Management, Quality, Training, and other operational areas to ensure the team has the resources needed to meet clients’ expectations and align with business objectives.
• Regularly mentor and develop team members in a fully remote environment through training, feedback, mentoring, and performance evaluations, fostering a culture of continuous improvement, technical expertise, and customer-centric top tier service.
• Serve as the point of escalation for complex inquiries, complaints, or sensitive situations. Assist team members in navigating challenges, utilizing advanced problem-solving skills to resolve issues promptly and effectively. Leverage the escalation or problem resolution process as a learning opportunity for the team members involved to aid in their development.
• Ensure that all transactions processed by the team comply with company policies, procedures, and regulatory requirements. Lead quality assurance initiatives to identify gaps and enforce corrective actions when necessary, in partnership with the Contact Center Quality team
• Identify opportunities for operational and process improvements, leveraging best practices and new technologies. Work with leadership to recommend and implement changes that enhance the customer experience and streamline operations.
• Prepare and present regular reports on team performance, challenges, and achievements to Contact Center senior management. Maintain open lines of communication with both team members and leadership to ensure alignment on goals and expectations.
• Ensure that team members complete all required regulatory and job-specific training. Assist in onboarding new team members and guide them through the learning process to develop expertise in the Company’s Life Insurance and Annuity products and processes.

Skills and Abilities

• Demonstrated leadership capabilities with experience mentoring, coaching and developing individuals.
• Strong understanding of various life insurance products and transaction processing.
• Analytical mindset with the ability to interpret performance data and translate insights into actionable strategies for continuous improvement.
• Strong problem-solving skills and the ability to handle escalations and complex issues effectively.
• Excellent organizational and time management skills, with the ability to manage multiple priorities and deadlines.
• Excellent communication skills, both verbal and written, with a capacity for clear and concise reporting.
• Ability to work collaboratively in a team environment, while also being a self-starter who can work independently.
• Strong technical aptitude, with proficiency in navigating multiple systems and workflow tools.
• Ability to adapt to a dynamic and changing work environment, with a focus on continuous improvement.
• Experience with Five9 preferred or other contact center technologies and solutions.
• Experience with a contact center providing top-tier relationship oriented service

Education

• H.S. Diploma or Equivalent Required
• Bachelor's Degree Preferred

Experience

• 5+ years of experience in a contact center environment within the insurance or financial services industry
• 2+ years of experience in a supervisory or leadership role
• Experience with annuities, preferred

Base Salary Range - $70,000 - $95,000

For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.