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About the role
The Service Team Lead is a goal-driven operational leader responsible for driving strong customer service outcomes by leading a high-performing remote service team and supporting the day-to-day operations of a call center environment. This role ensures consistent service quality, compliance, and customer satisfaction, while enabling agents to retain customers and identify appropriate cross-sell and upsell opportunities across insurance products. Found on 1752vc Careers, the job board for startup and VC roles.
More about this role
The Service Team Lead is a goal-driven operational leader responsible for driving strong customer service outcomes by leading a high-performing remote service team and supporting the day-to-day operations of a call center environment. This role ensures consistent service quality, compliance, and customer satisfaction, while enabling agents to retain customers and identify appropriate cross-sell and upsell opportunities across insurance products.
Reporting directly to the Director of Service, the Service Team Lead will accomplish this by improving agent performance through regular coaching and training, reviewing reports tracking team performance towards rigorous goals, and ensuring operational excellence in the maintenance and execution of daily call center activities.
To be successful, this role will serve as one of the experts on agency decisions and develop their team to use best-in-class service practices.
Serve as an agency expert on P&C, ensuring that decisions are of high quality.
Review reports that portray individual agent performance and service results; analyzing data to evaluate your team and inform operational changes.
Regularly coach and mentor a team of 8-10 agents...
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