Agent Services Team Lead, Coaching & Ops

Americo Financial Life and Annuity; Saint Joseph (MO); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Bonus program

Professional development

Paid time off

401(k) with company match

Job summary

Americo is seeking a full-time Agent Services Supervisor to lead and develop our St. Joseph-based team. This hands-on role combines leadership with practical agent service work, including licensing, appointments, contracting, and policy service, especially during peak periods.

You will coach, monitor performance, manage workloads, and ensure compliance while partnering with leadership on workforce planning to maintain outstanding service levels for Americo's agents and producers.

Qualifications

• Required: High school diploma or equivalent; leadership experience preferred.
• Two+ years in customer service, contact center, or agent/producer support.
• Proven ability to interpret reports and guide team performance.

Responsibilities

• Lead, coach, and support a team of Agent Services Representatives in achieving performance, quality, and service goals.
• Provide regular coaching, recognition, performance feedback, and corrective action conversations as needed.
• Coordinate daily team assignments, workload distribution, and coverage to ensure service commitments are met.
• Actively perform agent service work, including licensing and appointments, contracting, commissions, and policy service transactions during high-volume periods or staffing shortages.
• Monitor workflow queues and turnaround times, adjusting resources and priorities to maintain service standards.
• Serve as the first point of escalation for complex or sensitive agent inquiries.
• Review representative work for quality, accuracy, compliance, and adherence to department procedures.
• Analyze department reports and performance trends to identify improvement opportunities and support decision-making.
• Support onboarding, training, and development of new team members.
• Participate in candidate interviews and provide input on hiring decisions.
• Assist with department projects, process improvements, system testing, and operational initiatives.
• Communicate process updates, team priorities, and service expectations clearly and effectively.
• Partner with leadership on workforce planning, scheduling, and operational needs.
• Foster a collaborative, positive, and accountable team culture focused on delivering outstanding service to agents.

Skills

Customer service

Team leadership

Coaching

Data interpretation

Process improvement

Interpersonal communication

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Americo is seeking a full-time Agent Services Supervisor to lead and develop our St. Joseph-based team. This hands-on role combines leadership with practical agent service work, including licensing, appointments, contracting, and policy service, especially during peak periods.

You will coach, monitor performance, manage workloads, and ensure compliance while partnering with leadership on workforce planning to maintain outstanding service levels for Americo's agents and producers.