Agent Solutions Team Lead

Jobtailor; Madison (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

NGL is seeking a hands-on Team Lead to provide day-to-day direction, coach staff, and drive skill enhancement through training, cross-training, and rotation.

You will manage staffing, monitor KPIs, organize work, and collaborate with other teams to improve processes and procedures. Excellent communication and problem-solving are essential.

This role emphasizes customer-centricity, continuous improvement, and delivering exceptional service in a dynamic environment.

Qualifications

• High School diploma or GED.
• Minimum of three years related experience.
• Strong initiative with the ability to work under minimal supervision, exercise good judgment, and creatively solve problems or issues.
• Strong critical thinking skills.
• Excellent oral and written communication skills.
• Advanced customer service skills.
• Strong interpersonal skills.
• Ability to facilitate and lead new hire or procedural training.
• Collaborative, inclusive approach.
• Passion for customer centricity and continuous improvement.
• Advanced knowledge of products administered by NGL.
• Strong ability to learn new things quickly and handle unfamiliar issues.
• Excellent organizational skills and strong attention to detail.
• Ability to manage multiple assignments and projects with minimal supervision.
• Consistent judgment and discretion related to management policies and general business operations.
• Intermediate knowledge of policy administration systems and computer software programs.
• LOMA 280 and 290 with ACS preferred.
• Two to three years of NGL experience preferred.

Responsibilities

• Provide day-to-day direction and guidance to team members.
• Drive skill enhancement through knowledge sharing, cross-training, and rotation.
• Coach team members toward professional development.
• Provide daily direction and adapt communication methods to meet employee training needs.
• Conduct teambuilding activities and facilitate team meetings when the manager is unavailable.
• Seek information to enhance cross-functional processes.
• Provide feedback for trainee performance reviews and assist with interviewing.
• Foster a workplace environment consistent with NGL’s mission, vision, principles, and values.
• Oversee staffing levels, manage processes, and identify improvements.
• Organize team work, assign tasks, set priorities, monitor activities, and ensure timely and accurate completion.
• Assist in goal setting and communicate attainment.
• Manage daily team operations and maintain service levels.
• Evaluate processes and guidelines against customer needs.
• Identify and implement improvements to processes, procedures, forms, workflows, and programs.
• Collaborate with teams and departments to update processes and procedures.
• Prepare, analyze, and interpret reports and formulate conclusions.
• Monitor and communicate queue statuses and KPIs.
• Maintain staffing models and keep the direct manager informed.
• Complete assigned projects and tasks by agreed deadlines.
• Develop and facilitate training and provide ongoing coaching.
• Train new hires on processes and procedures.
• Create and manage training materials and documentation.
• Develop and conduct training sessions and workshops.
• Identify coaching and training opportunities through quality assurance and internal audits.
• Provide advanced support to peers and customers.
• Handle escalated cases and provide solution-driven responses.
• Perform customer service duties to help achieve service goals.
• Advise the supervisor of concerns, training opportunities, and trends.
• Authorize minor exceptions to ensure exceptional customer service.

Skills

Team Leadership

Training Facilitation

Process Improvement

Customer Service Excellence

Critical Thinking

Education

High School diploma or GED

Tools

Policy Administration Systems

Computer Software Programs

Job description

• Provide day-to-day direction and guidance to team members
• Drive skill enhancement through knowledge sharing, cross-training, and rotation
• Coach team members toward professional development
• Provide daily direction and adapt communication methods to meet employee training needs
• Conduct teambuilding activities and facilitate team meetings when the manager is unavailable
• Seek information to enhance cross-functional processes
• Provide feedback for trainee performance reviews and assist with interviewing
• Foster a workplace environment consistent with NGL’s mission, vision, principles, and values
• Oversee staffing levels, manage processes, and identify improvements
• Organize team work, assign tasks, set priorities, monitor activities, and ensure timely and accurate completion
• Assist in goal setting and communicate attainment
• Manage daily team operations and maintain service levels
• Evaluate processes and guidelines against customer needs
• Identify and implement improvements to processes, procedures, forms, workflows, and programs
• Collaborate with teams and departments to update processes and procedures
• Prepare, analyze, and interpret reports and formulate conclusions
• Monitor and communicate queue statuses and KPIs
• Maintain staffing models and keep the direct manager informed
• Complete assigned projects and tasks by agreed deadlines
• Develop and facilitate training and provide ongoing coaching
• Train new hires on processes and procedures
• Create and manage training materials and documentation
• Develop and conduct training sessions and workshops
• Identify coaching and training opportunities through quality assurance and internal audits
• Provide advanced support to peers and customers
• Handle escalated cases and provide solution-driven responses
• Perform customer service duties to help achieve service goals
• Advise the supervisor of concerns, training opportunities, and trends
• Authorize minor exceptions to ensure exceptional customer service

Requirements

• High School diploma or GED
• Minimum of three years related experience
• Strong initiative with the ability to work under minimal supervision, exercise good judgment, and creatively solve problems or issues
• Strong critical thinking skills
• Excellent oral and written communication skills
• Advanced customer service skills
• Strong interpersonal skills
• Ability to facilitate and lead new hire or procedural training
• Collaborative, inclusive approach
• Passion for customer centricity and continuous improvement
• Advanced knowledge of products administered by NGL
• Strong ability to learn new things quickly and handle unfamiliar issues
• Excellent organizational skills and strong attention to detail
• Ability to manage multiple assignments and projects with minimal supervision
• Consistent judgment and discretion related to management policies and general business operations
• Intermediate knowledge of policy administration systems and computer software programs
• LOMA 280 and 290 with ACS preferred
• Two to three years of NGL experience preferred

Core Competencies

Demonstrates strong leadership and coaching abilities to enhance team performance and professional development. Proficient in managing operations, facilitating training, and implementing process improvements to achieve customer service excellence.

Highest-signal resume keywords

• Team Leadership
• Training Facilitation
• Process Improvement
• Customer Service Excellence
• Critical Thinking

ATS Optimization Keywords

Hard Skills

• Process Evaluation
• Report Analysis
• Training Development
• Project Management
• Policy Administration Systems

Soft Skills

• Excellent Communication
• Interpersonal Skills
• Problem Solving
• Organizational Skills
• Collaboration

Certifications & Qualifications

• LOMA 280
• LOMA 290
• ACS

Industry Keywords

• Customer Centricity
• Continuous Improvement
• NGL Products
• Quality Assurance
• Staffing Management

Tools & Technologies

• Computer Software Programs