Remote Contact Center Team Leader

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

Job summary

Penn Mutual is seeking a Team Lead for its US Contact Center to guide CSRs and Specialists, drive performance, and optimize processes. You will mentor staff, monitor workloads, and ensure compliance while delivering exceptional customer service across Life Insurance and Annuity products.

The role supports a flexible, hybrid work approach and requires strong leadership, data-driven decision making, and collaboration with Workforce Management, Quality, and Training teams.

Qualifications

• 5+ years in a contact center environment within the insurance or financial services industry.
• 2+ years in a supervisory or leadership role.
• FINRA Series 6 or equivalent license preferred.

Responsibilities

• Provide leadership and day-to-day oversight of CSRs and Specialists, ensuring high-quality service.
• Track performance against SLAs and key metrics; drive improvements with cross-functional teams.
• Mentor and develop team members in a fully remote environment; deliver evaluations.
• Escalate complex inquiries and guide teams through resolutions and learning opportunities.
• Ensure compliance with policies and regulatory requirements; partner on QA initiatives.
• Identify opportunities for operational improvements using best practices and tech.
• Prepare and present regular performance reports to senior management.
• Oversee regulatory and job-specific training; assist onboarding for Life Insurance products.

Skills

Team leadership

Regulatory compliance

Data analysis

Customer service excellence

Communication

Problem solving

Time management

Hybrid/remote work

Five9 experience

Insurance/financial services knowledge

Education

HS Diploma or Equivalent

Bachelor's Degree Preferred

Tools

CRM software

Workflow tools

Five9

Job description

Penn Mutual is seeking a Team Lead for its US Contact Center to guide CSRs and Specialists, drive performance, and optimize processes. You will mentor staff, monitor workloads, and ensure compliance while delivering exceptional customer service across Life Insurance and Annuity products.

The role supports a flexible, hybrid work approach and requires strong leadership, data-driven decision making, and collaboration with Workforce Management, Quality, and Training teams.