Remote Contact Center Team Lead (Annuity)

Penn Mutual; United States; Hybrid; USD 75,000 - 85,000; Full time

Job summary

Penn Mutual is seeking a dynamic Team Lead for the Contact Center to guide CSRs and Specialists, drive performance, and ensure high-quality customer service. The role emphasizes mentorship, adherence to regulatory standards, and continuous improvement in a hybrid work environment.

You will monitor SLAs, collaborate with multiple departments, and develop teams through training and feedback while aligning with business objectives and client expectations.

Qualifications

• 5+ years in a contact center environment within insurance/financial services.
• 2+ years in a supervisory or leadership role.
• Familiarity with regulatory requirements and quality assurance processes.
• FINRA Series 6 or equivalent license preferred.

Responsibilities

• Provide leadership, mentorship, and day-to-day oversight of CSRs and Specialists.
• Track performance against SLAs and key metrics; implement improvements.
• Collaborate with Workforce Management, Quality, Training, and other operations.
• Mentor team remotely; conduct training, feedback, and evaluations.
• Escalate complex inquiries and drive effective resolution.
• Ensure compliance with policies and regulatory requirements; lead QA initiatives.
• Identify operational improvements and leverage new technologies.
• Prepare and present regular performance reports to senior management.
• Oversee onboarding and training for Life Insurance and Annuity processes.

Skills

Leadership

Coaching

Performance analysis

Regulatory compliance

Communication

Collaboration

Problem solving

Adaptability

Five9 experience

Technical aptitude

Education

High School Diploma or Equivalent

Tools

Five9

Job description

Penn Mutual is seeking a dynamic Team Lead for the Contact Center to guide CSRs and Specialists, drive performance, and ensure high-quality customer service. The role emphasizes mentorship, adherence to regulatory standards, and continuous improvement in a hybrid work environment.

You will monitor SLAs, collaborate with multiple departments, and develop teams through training and feedback while aligning with business objectives and client expectations.