Team Lead

CSC; Lewisville (TX); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

CSC’s Business License Insurance team in Lewisville, TX is seeking a Team Leader to guide a team of Client Service Representatives responsible for accurate and timely Business License filings. The role requires supervising, motivating, and coaching team members while serving as the primary contact for the team.

You will set goals, monitor performance, handle escalations, and implement policies to improve productivity and client satisfaction.

Qualifications

• 3 years of leadership experience in a customer service environment or business license insurance
• Proven track record mentoring and developing employees
• Experience developing and utilizing performance metrics
• Proficiency with MS Office, especially Excel
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Excellent change management skills
• Strong analytical and problem-solving abilities

Responsibilities

• Create an inspiring team environment with open communication
• Develop KPIs and set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operations
• Monitor team performance and conduct reviews
• Handle customer complaints and address escalations
• Design and implement process and operational policies
• Manage, develop, and train employees end-to-end
• Motivate the team to achieve objectives
• Identify training needs and provide coaching
• Listen to feedback and resolve issues
• Recognize high performance and reward accomplishments
• Ensure productivity, service, and client satisfaction levels
• Organize team-building activities

Skills

Leadership experience

People development

Performance metrics

MS Office

Communication skills

Organizational skills

Change management

Analytical/problem solving

Tools

MS Office

Job description

Lewisville, TX/Tallahassee, FL/Springfield, IL/Boston, MA/Chicago, IL/New York, NY

Hybrid-three days in-office per week and two days work from home

Monday-Friday, 9am-6pm

CSC’s Business License Insurance team is seeking a Team Leader to lead a team of Client Service Representatives who are responsible for providing great client service, while ensuring quality, efficiency, and timeliness of Business License filings. The Team Leader will be responsible for supervising, managing, motivating, and guiding team members on a daily basis. As a Team Leader, you will be the primary contact person for all team members, so communication skills must be excellent. A successful candidate in this position will be comfortable getting into the details of the day-today work of the team. Ultimately, the Team Leader will lead by setting a good example and engaging the team to achieve goals.

Some of the things you’ll be doing:

• Create an inspiring team environment with an open communication culture
• Develop key performance indicators and set clear team goals
• Delegate tasks effectively and set deadlines
• Oversee day-to-day operations
• Monitor team performance and conduct performance reviews
• Handle customer complaints and address escalations with clients
• Design and implement process and operational policies
• Full spectrum of employee management, development, and training
• Motivate team members to achieve objectives
• Discover training needs and providing coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and rewarding accomplishments
• Ensure the highest levels of productivity, service, and client satisfaction levels
• Organize team-building activities

These are the technical skills, experience, and qualifications that would make someone successful:

• 3 years of leadership experience, preferably in a customer service industry/business license insurance
• A proven history of successfully mentoring and developing employees
• In-depth knowledge of developing and utilizing performance metrics
• Proficiency with MS Office, especially Excel
• Tremendous written and verbal communication skills
• Organizational and time management skills
• Excellent change management skills
• Strong analytical and problem-solving skills