Team Leader - Customer Care Center

The Hartford; United States; Hybrid; USD 72,000 - 110,000; Full time

Job summary

An established industry player is seeking a Team Leader for its Customer Care Center. This role is pivotal in guiding a team of call center representatives, focusing on exceptional customer service and talent development. The ideal candidate will foster a high-performance environment, ensuring the team meets business objectives while nurturing individual growth. With flexible work arrangements, including remote options, this position offers a unique opportunity to make a significant impact in a supportive and dynamic workplace. Join a company that values human achievement and is committed to making a difference.

Qualifications

• Proven ability to lead and motivate a diverse team.
• Strong business acumen and decision-making skills.

Responsibilities

• Develop and coach staff to provide excellent customer service.
• Monitor performance measures and allocate resources effectively.
• Attract and retain high caliber talent to achieve business goals.

Skills

Leadership

Customer Service

Analytical Thinking

Time Management

Communication Skills

Education

Bachelor's degree

Job description

Team Leader - Customer Care Center page is loaded

Team Leader - Customer Care Center

Apply locations United States - Remote time type Full time posted on Posted Yesterday time left to apply End Date: May 15, 2025 (5 days left to apply) job requisition id R2520924 Customer Care Team Leader - CE08AE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

The Team Leader will lead a team of call center representatives. As part of the Customer Contact Center management team, this position is accountable for achieving business goals, coaching teammates to deliver exceptional customer service, retention, and talent development.

*** This position can be filled as a Tier 8 or Tier 7 pending on experience.

WORK ARRANGEMENTS:

• This role can have a Hybrid or Remote work arrangement. Candidates who live near one of our office locations, will have the expectation of working in an office 3 days a week (Tuesday through Thursday). Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise.
• Work schedule: Monday – Friday during core business hours (8hrs between 8am-8p EST including some corporate holidays.)

RESPONSIBILITIES :

• Develops, motivates, evaluates, and coaches staff to provide excellent customer service through proper call handling and following established procedures.
• Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together.
• Creates an environment which supports and motivates team members to develop technical and interpersonal skills.
• Performs HR administrative duties such as attendance, staff evaluations, disciplinary counseling, & documentation.
• Participate/lead multiple projects simultaneously with appropriate prioritization and organization.

QUALIFICATIONS :

• Bachelor's degree or equivalent work experience
• Demonstrates ability to lead and motivate a diverse team, drive business results, and effectively lead others through change.
• Effective time/organization management. Works well under pressure and within tight timelines. Understands the urgency required of the department.
• Ability to make decisions through both analyzing quantifiable results and employing critical thinking skills.
• Strong attention to business goals and capability to translate results into actions through variation management lens.
• Utilize analytical thinking to make recommendations and propose solutions regarding business problems.
• Strong business acumen and decision-making skills
• Ability to build and foster a high-performance team environment.
• Excellent customer service and effective communication skills

INTERNET REQUIREMENTS:

For full-time, occasional, part-time, or remote positions: (1) high speed broadband internet service is required, we do not recommend or support DSL, wireless, Wi-Fi, Hotspots, Fiber without a modem and Satellite; (2) Internet provider supplied modem/router/gateway is hardwired to the Hartford issued computer with an ethernet cable; and (3) minimum upload/download speeds of 10Mbps/100Mbps will be required. To confirm whether your Internet system has sufficient speeds, please visit http://www.speedtest.net from your personal computer.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

$72,800 - $109,200

Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

About Us | Culture & Employee Insights | Diversity, Equity and Inclusion | Benefits

Human achievement is at the heart of what we do.

We believe that with the right encouragement and support, people are capable of achieving amazing things.

We put our belief into action by ensuring individuals and businesses are well protected, and by going even further – making an impact in ways that go beyond an insurance policy.

Nearly 19,000 employees use their unique talents in careers that span a variety of disciplines – from developing the latest technology to creating and promoting our products to evaluating future financial risks.

We’re also committed to programs that drive education and support volunteerism, which put human beings first. We do it because it’s the right thing to do, and because when our customers, communities and employees succeed, we all do.