Insurance Team Leader — Hybrid Coaching for 12–18 Agents

RealPage, Inc.; Richardson (TX); Hybrid; USD 51,000 - 86,000; Full time

Job summary

RealPage, Inc. is seeking an Insurance Team Leader to lead a high-performing team of 12–18 licensed agents supporting RealPage customers.

You will coach performance, improve service, and partner with product leaders to solve complex operational challenges. This leadership role requires experience in insurance or contact centers, with a focus on developing people, optimizing processes, and delivering excellent customer outcomes.

Qualifications

• Active Property & Casualty Insurance license.
• At least two years of experience in insurance, a contact center, or customer service.
• Previous people-leadership, team-lead, or coaching experience preferred.
• Strong verbal and written communication skills.
• Excellent customer-service and relationship-building abilities.
• Strong problem-solving, decision-making, and organizational skills.
• Ability to work effectively in a hybrid setting.
• Proficiency with Microsoft Outlook, Excel, Word, and other business systems.

Responsibilities

• Lead, coach, and motivate a team of licensed Property & Casualty insurance agents.
• Monitor service quality, productivity, customer satisfaction, sales performance, and retention.
• Conduct regular one-on-ones, coaching sessions, team meetings, and performance reviews.
• Provide feedback and development plans that help agents achieve their goals.
• Support complex customer questions, service issues, and escalations.
• Identify process improvements that enhance the customer and employee experience.
• Partner with managers and cross-functional teams on staffing, scheduling, training, and performance management.
• Support revenue growth and customer retention by reinforcing effective sales and service practices.
• Coordinate quality assurance, documentation, reporting, and operational follow-up.
• Help manage product-related escalations and communicate recurring issues to internal partners.
• Support training activities, including new-hire onboarding, refresher training, and licensing-renewal education.
• Collaborate with Product Management, Product Development, Implementation, and Product Support teams.
• Promote a positive, inclusive, accountable, and customer-focused team culture.
• Participate in extended-hours, evening, or weekend coverage as business needs require.
• Establish relationships with team members and business partners within 90 days.
• Create a consistent coaching and performance-management rhythm.
• Improve visibility into quality, productivity, customer satisfaction, and escalations.
• Identify opportunities to reduce rework and improve the customer experience.
• Help ensure reliable team coverage across the hybrid operating model.

Skills

Team leadership

Coaching

Communication skills

Customer service excellence

Problem solving

Organizational skills

Hybrid work

Microsoft Office

Hybrid setting

Education

Active Property & Casualty Insurance license

Tools

Microsoft Outlook

Excel

Word

Job description

RealPage, Inc. is seeking an Insurance Team Leader to lead a high-performing team of 12–18 licensed agents supporting RealPage customers.

You will coach performance, improve service, and partner with product leaders to solve complex operational challenges. This leadership role requires experience in insurance or contact centers, with a focus on developing people, optimizing processes, and delivering excellent customer outcomes.