Commercial Lines Team Lead: Service Excellence & Growth

Brightway Insurance; Jacksonville (FL); Vor Ort; USD 70.000 - 95.000; Vollzeit

Zusammenfassung

Brightway Insurance is seeking a qualified Engagement Center Team Lead in Jacksonville, FL to drive daily team performance, coaching, and operational excellence in customer service and insurance operations.

You will lead real-time floor presence, analyze dashboards, and champion QA, automation, and process improvements while developing team members for growth, reporting to senior leadership with data-driven updates.

Qualifikationen

• Bachelor's degree or equivalent professional experience required.
• 4–6 years in customer service, insurance operations, or contact centers with leadership experience.
• Active 20-44 or 220 insurance license required.
• Minimum 3 years commercial insurance experience preferred.
• Proficiency in Microsoft Office applications required.

Aufgaben

• Own real-time floor presence—monitor queues, intervene early, and remove blockers before they affect customers or SLAs.
• Review team dashboards and metrics at shift start and end; act on trends, not just exceptions.
• Manage team workload to ensure timely, accurate case resolution.
• Deliver targeted, data-driven coaching focused on performance and customer outcomes.
• Provide rapid feedback loops with same-day recognition and redirection.
• Own QA outcomes; ensure standards are understood and met, escalate issues with root-cause analysis.
• Lead automation and process improvements; partner with Technology to implement new tools.
• Develop team members through regular 1:1s, growth plans, and performance reviews.
• Represent the team to senior leadership with data-supported updates on performance.

Kenntnisse

Metrics fluency

Coaching credibility

Change agility

Operational leadership presence

Continuous improvement mindset

Communication

Ausbildung

Bachelor's degree or equivalent professional experience

4-6 years experience in customer service/insurance operations with leadership

Active 20-44 or 220 insurance license

Minimum 3 years commercial insurance experience

Proficiency in Microsoft Office

Tools

Microsoft Office

Jobbeschreibung

Brightway Insurance is seeking a qualified Engagement Center Team Lead in Jacksonville, FL to drive daily team performance, coaching, and operational excellence in customer service and insurance operations.

You will lead real-time floor presence, analyze dashboards, and champion QA, automation, and process improvements while developing team members for growth, reporting to senior leadership with data-driven updates.