Remote P&C Service Team Lead: Coaching Excellence

Gen; Arizona; Remote; USD 59,000 - 72,000; Full time

Job summary

Gen is seeking a Service Team Lead to manage a remote service team within a call center environment and drive superior customer outcomes. This role focuses on ensuring service quality, compliance, and customer satisfaction while enabling agents to retain customers and pursue cross-sell opportunities across insurance products.

You will coach 8-10 agents, review performance data, and ensure operational excellence in daily call center activities, reporting to the Director of Service.

Qualifications

• 3+ years in a leadership role.
• Active P&C or Personal Lines Insurance License.
• Analytical mindset to identify data requirements, analyze data, and review reports.
• Creative problem-solver excited to contribute to strategic direction and goals.

Responsibilities

• Lead a remote team of 8-10 agents to deliver exceptional customer experiences.
• Review reports to assess agent performance and inform changes.
• Coach and mentor agents to maintain accountability and results.
• Monitor inquiry volume, agent schedules, and adherence to demand.
• Identify ways to improve processes and cross-sell/upsell opportunities.

Skills

Leadership

P&C knowledge

Data analysis

Coaching/Mentoring

Customer service

Team management

Job description

Gen is seeking a Service Team Lead to manage a remote service team within a call center environment and drive superior customer outcomes. This role focuses on ensuring service quality, compliance, and customer satisfaction while enabling agents to retain customers and pursue cross-sell opportunities across insurance products.

You will coach 8-10 agents, review performance data, and ensure operational excellence in daily call center activities, reporting to the Director of Service.