Team Lead, Engagement Center

brightway; Charlotte (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

Brightway is seeking an experienced customer service leader in Charlotte to guide a team of insurance professionals, handling inquiries via phone and email and driving high-quality service daily.

You will identify workflow improvements, coach performance, and ensure policy adherence while collaborating with franchisees and leadership to resolve issues promptly.

Qualifications

• This position requires 4–6 years in Customer Service or a related field, and 2+ years of people management.
• Proficiency in Microsoft Office products and an active 20/44 or 220 license is preferred.
• Ability to train and coach others, manage performance, and uphold HR policies.

Responsibilities

• Lead a team of insurance professionals handling inquiries from customers, agents, carriers, and others via phone and email.
• Identify workflow and process improvements to enhance service quality and efficiency.
• Provide coaching, performance reviews, and salary recommendations for team members.
• Represent the team to leadership and report activity and outcomes.
• Maintain up-to-date procedures and document activities in systems.
• Mentor less experienced staff and ensure adherence to standards.
• Collaborate with franchisees and other departments to resolve issues promptly.

Skills

Leadership

Customer service mindset

Effective communication

Training & mentoring

Problem solving

Time management

Team motivation

Bilingual preferred

Education

Insurance license 20/44 or 220

Tools

Microsoft Office (Word, Excel, Outlook, PowerPoint)

Job description

About Brightway

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation’s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development.

We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets.

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Scope

Provides daily leadership to customer service staff to meet expectations. Ensures effective, timely delivery of superior insurance-related customer service and helps resolve disputes. Identifies system, process and workflow enhancements. Assigns work throughout the department and follows up on it in a timely way. Inspires a team to perform at the highest level in every call, every day. Plays a key role as the “face/voice of Brightway Leadership” to team and others. Works with all levels of the organization and with all franchisees to promptly resolve issues to ensure satisfaction.

Job Responsibilities

• Manage a team of insurance professionals handling inbound and outbound requests from customers, agents, carriers, and others via phone and email.

• Proactively identify improvements that would enable better customer service, efficiency in workflow/output and enhanced work environment

• Apply deep industry and company knowledge to evaluate the most complex of issues encountered by the unit and others, compose effective responses and document steps followed and uses that as a training aid for others.

• Perform routine individual discussions to gain a better understanding of job performance and opportunities to improve and incorporate feedback to achieve higher levels of customer satisfaction

• Represent the team to company leadership and reports activity and outcomes to manager

• Document activities and follow up in appropriate systems regularly and accurately

• Maintain current and accurate procedures manual for department

• Write job objectives, performance reviews, salary recommendations for people in the unit

• Administer company HR policies/procedures

• Ensures quality of work meets certain standards

• Act as mentor to those less experienced

• Performs other related duties as assigned

Skills, Licenses, Certifications

• Demonstrated ability to effectively manage/lead employees to achieve desired business outcomes

• Exceptional customer service mindset; a desire and ability to lead a group to superior outcomes

• Excellent communicator; must be able to convey the most complex of ideas in a clear and concise manner

• Has superior knowledge of Brightway systems and is able to train others less experienced

• Superior independent judgment, decision making and creativity in problem solving.

• Ability to learn, embrace and put into practice new concepts and skills

• Able to gather and analyze complex facts and data, draw inferences, weigh alternatives and present logical solutions

• Excellent time management skills; is able to model this behavior for others on the team

• Leader in the organization; supports management in delivering messages to employees

• Bilingual Preferred

Education and Experience

This position requires 4-6 years’ experience in Customer Service or a related field, as well as 2+ years managing a team. The applicant must be proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint) and have a 20-44 or 220 license. 1+ years of experience in Brightway’s Engagement Center is preferred.

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Equal Employment Opportunity:

Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal opportunity employer and do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law.

We believe that a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. Our goal is to provide a work environment that is free from discrimination and harassment, where everyone has an equal opportunity to succeed and grow.