Team Lead - Commercial Insurance Operations & Automation

Brightway Insurance; United States, Northern America, Americas; On-site; USD 65,000 - 90,000; Full time

Job summary

Brightway Insurance in Kentucky is seeking an Engagement Center Team Lead to drive daily performance for a customer service team, delivering superior insurance-related support and resolving issues.

You will own KPIs, coach representatives, implement automation, and collaborate with Technology to optimize workflows while ensuring compliance and high-quality service. This role offers a growth-focused environment that values leadership and data-driven decision making.

Qualifications

• Bachelor’s degree or equivalent professional experience required.
• 4–6 years of experience in customer service, insurance operations, or contact center environments.
• Active 20-44 or 220 insurance license required.
• Minimum 3 years commercial insurance preferred.
• Proficiency in Microsoft Office applications required.

Responsibilities

• Own real-time floor presence — monitor queues, intervene early, and remove blockers before they affect customers or SLAs.
• Review team dashboards and metrics at the start and end of every shift; act on trends, not just exceptions.
• Constantly monitoring team inventory of work to ensure cases are being resolved quickly and accurately. No cases are left behind.
• Deliver targeted, data-driven coaching focused on performance improvement and customer outcomes.
• Deliver rapid feedback loops — same-day recognition and redirection.
• Own QA outcomes for the team — listen to calls, review interactions, identify patterns, and close gaps.
• Ensure every team member understands current standards and is equipped to meet them.
• Escalate systemic quality issues with documented root cause and proposed solutions.
• Model the behaviors you expect — you are the standard.
• Actively identify manual, repetitive tasks that can be automated or streamlined.
• Partner with Engagement Center peers and Technology to implement, test, and embed new tools and workflows.
• Champion adoption of automation tools within the team; train, coach, and hold accountable for usage.
• Document and maintain current-state and future-state process maps for your team's workflows.
• Submit structured improvement proposals with quantified impact estimates.
• Identify skill gaps through observation and data; create targeted development plans.
• Conduct regular 1:1s focused on growth, goals, and performance against metrics.
• Prepare and deliver timely, specific performance reviews and salary recommendations.
• Build bench strength and develop team members who are ready for the next level.
• Act as a career advocate for your team, not just a performance manager.
• Represent the team to senior leadership with clear, data-supported updates on performance and initiatives.
• Translate company strategy into concrete behaviors and daily actions for your team.
• Administer HR policies fairly and consistently; escalates people matters proactively.
• Maintain accurate records in all applicable systems; ensure team compliance with documentation standards.

Skills

Metrics fluency

Coaching credibility

Change agility

Operational leadership presence

Continuous improvement mindset

Communication

Education

Bachelor’s degree or equivalent professional experience

Insurance license: 20-44 or 220

4–6 years in customer service/insurance operations

Tools

Microsoft Office

Job description

Brightway Insurance in Kentucky is seeking an Engagement Center Team Lead to drive daily performance for a customer service team, delivering superior insurance-related support and resolving issues.

You will own KPIs, coach representatives, implement automation, and collaborate with Technology to optimize workflows while ensuring compliance and high-quality service. This role offers a growth-focused environment that values leadership and data-driven decision making.