Broker Services Team Lead - Coaching & Ops Excellence

aig; Atlanta (GA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Total Rewards Program

Health benefits

Professional development

Job summary

AIG is seeking a Team Leader for Broker Services in Atlanta to guide a team of contact center representatives serving insurance brokers and internal partners. You will drive service levels, coach staff, manage performance, and collaborate across functions to improve broker experience and operational effectiveness.

The role emphasizes leadership, process improvements, and a customer-first culture within a fast-paced insurance environment.

Qualifications

• Leadership experience in a customer service, contact center, insurance, or operations environment.
• Strong coaching, mentoring, and employee development skills.
• Excellent written, verbal, and interpersonal communication skills.
• Strong analytical and problem-solving abilities with experience using performance metrics to drive results.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and time management skills.
• Proficiency with Microsoft Office applications.

Responsibilities

• Lead, coach, mentor, and develop a team of Broker Services Representatives through coaching sessions and performance feedback.
• Monitor daily operations to meet service level, quality, productivity, and customer experience goals.
• Assist with performance reviews, attendance management, coaching, and corrective actions.
• Provide guidance in resolving broker inquiries and escalations.
• Review reports and metrics to identify trends and opportunities for improvement.
• Coordinate with Workforce Management for staffing and coverage.
• Collaborate with Quality, Training, Technology, Claims, Underwriting, and Distribution to support initiatives.
• Support implementation of new business initiatives and system enhancements.
• Ensure compliance with policies and regulatory requirements.
• Foster an inclusive, high-performing team environment and develop talent.
• Participate in interviewing and onboarding new employees.
• Promote a customer-focused culture for brokers and internal partners.

Skills

Leadership

Coaching

Communication

Analytics

Prioritization

Microsoft Office

Tools

Genesys Cloud

Salesforce

Brightmetrics

Workforce Management tools

Job description

AIG is seeking a Team Leader for Broker Services in Atlanta to guide a team of contact center representatives serving insurance brokers and internal partners. You will drive service levels, coach staff, manage performance, and collaborate across functions to improve broker experience and operational effectiveness.

The role emphasizes leadership, process improvements, and a customer-first culture within a fast-paced insurance environment.