Remote Call Center Service Lead — Coach Top Agents

Gen Digital Inc.; Phoenix (AZ); Remoto; USD 70.000 - 95.000; Tempo pieno

Descrizione del lavoro

Gen Digital Inc. is seeking a Service Team Lead to manage a remote service team of 8-10 agents, driving high customer service standards and collaboration with the Director of Service.

You will coach, review performance data, ensure compliance, and identify cross-sell opportunities in insurance products, particularly P&C, while shaping best-in-class service practices. The role emphasizes leadership, data-driven decisions, and a customer-centric culture, requiring an active P&C license and a

Competenze

• 3+ years in a leadership role.
• Active P&C or Personal Lines Insurance License.
• Creative problem-solver with strategic impact and data-driven mindset.

Mansioni

• Coach and mentor a team of 8–10 agents to deliver exceptional customer experiences.
• Review reports on agent performance and service results to drive operational changes.
• Monitor inquiries, schedules, and adherence, adjusting staffing to meet demand.
• Identify and implement process improvements, including cross-selling/upselling opportunities.

Conoscenze

Leadership

Coaching

Data analysis

P&C knowledge

Communication

Descrizione del lavoro

Gen Digital Inc. is seeking a Service Team Lead to manage a remote service team of 8-10 agents, driving high customer service standards and collaboration with the Director of Service.

You will coach, review performance data, ensure compliance, and identify cross-sell opportunities in insurance products, particularly P&C, while shaping best-in-class service practices. The role emphasizes leadership, data-driven decisions, and a customer-centric culture, requiring an active P&C license and a