Remote Service Team Lead – Insurance & Coaching

Gen Digital Inc.; Arizona; Remote; USD 65,000 - 90,000; Full time

Job summary

Gen Digital Inc. seeks a Service Team Lead to guide a remote service team and oversee day-to-day call center operations, ensuring high-quality customer service, compliance, and satisfaction while identifying cross-sell opportunities in insurance products.

You will coach 8-10 agents, review performance reports, adjust staffing to match demand, and drive continuous improvement of service processes. A P&C license is required and leadership experience is essential.

Qualifications

• 3+ years of experience in a leadership role.
• Active P&C or Personal Lines Insurance License required.
• Strong analytical mindset with data-driven decision making.
• Proven ability to coach and develop a high-performing team.
• Experience optimizing call-center operations and cross-sell/upsell strategies.

Responsibilities

• Lead a remote service team of 8-10 agents to deliver exceptional customer experiences.
• Review performance reports and coach agents to improve metrics.
• Monitor call center operations, schedules, and adherence; adjust to demand.
• Identify and implement process improvements and cross-sell/upsell opportunities.
• Ensure service quality, compliance, and customer satisfaction.

Skills

Leadership

P&C Expertise

Coaching

Data Analysis

Team Management

Education

P&C License

Job description

Gen Digital Inc. seeks a Service Team Lead to guide a remote service team and oversee day-to-day call center operations, ensuring high-quality customer service, compliance, and satisfaction while identifying cross-sell opportunities in insurance products.

You will coach 8-10 agents, review performance reports, adjust staffing to match demand, and drive continuous improvement of service processes. A P&C license is required and leadership experience is essential.