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Call Center Team Lead

1 month ago

Addison, United States Phpagency Full time

About PHP

PHP is a life insurance field marketing organization, founded in 2009. Our CEO is entrepreneur Patrick Bet David. PHP partners with leading insurance and annuity carriers to offer a comprehensive basket of insurance products to a diverse client base. PHP provides a part-time or full-time opportunities to individuals pursuing careers as life insurance agent. PHP passionately serves people through a field sales force with over 20,000 licensed agents. PHP headquarters offices are in Addison, Texas (Dallas metroplex).

PHP Agency LLC. is a recognized leader in the financial services industry founded in 2009.

Job Summary

We are on the hunt for a goal-oriented, self-motivated individual who consistently strives to go above and beyond. This individual will report directly to the Contact Center Manager and will play a pivotal role within the Contact Center. The ideal candidate will possess the ability to make sound judgments in a variety of situations, coupled with robust written and verbal communication, administrative, and organizational skills. The ability to juggle multiple priorities while maintaining a realistic balance is crucial. The Contact Center Team Lead will need to handle a wide array of activities and confidential matters with discretion, often under pressure.

Primary Responsibilities:

  • Exemplify our PHP/Integrity Culture, setting a high standard for the team

  • Actively participate in Monday Morning Huddles, bringing energy and enthusiasm

  • Regularly attend Staff Meetings, contributing valuable insights and feedback

  • Diligently read and report on BOTM, providing comprehensive summaries

  • Lead the team to not just meet, but exceed agents expectations regarding customer service

  • Monitor a variety of tasks such as inbound and outbound calls, emails, and chats, ensuring smooth operations

  • Prioritize and distribute workload to the team effectively, optimizing productivity

  • Track and measure individual and team goals on a daily and long-term basis, providing clear metrics for success

  • Provide motivational support to team members, fostering a high morale and productive environment

  • Offer ongoing feedback to department management regarding opportunities for efficiency and team morale improvements

  • Collaborate with other team leads to maximize efficiencies across teams

  • Monitor associates performance, attitudes, and teamwork capabilities; take appropriate action with guidance when necessary

  • Conduct team meetings or huddles as needed, fostering open communication

  • Assist Department Leadership with Fun Activities, contributing to a positive workplace culture

  • Attend PHP Events as needed or requested by the management team, representing the team positively

  • Answer incoming calls, emails, and web-based submissions, directing and assisting agents with a customer-first approach

Primary Skills & Requirements:

  • Professional demeanor with excellent written & oral communication skills (in person, e-mail, and telephone)

  • Minimum of 2 Years Experience in a Call/Contact Center and Customer Service Roles

  • Familiarity with basic math, demonstrating strong numerical competency

  • Strong interpersonal skills, able to build relationships at all levels

  • Ability to provide excellent customer service both verbally and in writing, putting customer satisfaction at the forefront

  • Highly organized with a keen attention to detail, ensuring accuracy in all tasks

  • Ability to work well with Stake Holders and a Variety of Personalities, demonstrating adaptability

  • Proficiency in Microsoft suite (Outlook, Word, Excel), able to utilize these tools effectively

  • Knowledge in project management tools (Jira), able to manage tasks and projects efficiently

  • Familiarity with call center software (Five9 or Vonage), able to navigate these systems with ease

  • Bilingual in Spanish is a plus. Must also have a strong understanding, speaking, and writing proficiency in English

  • Typing speed of a minimum of 50 words per minute, ensuring quick and efficient communication

  • Has undergone Leadership or Management Training, demonstrating a commitment to professional development

  • Comfortable working in a fast-paced environment, able to adapt to rapid changes

About Integrity

Integrity is one of the nations leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first At Integrity, you can start a new career path at company youll love, and well love you back. Were proud of the work we do and the culture weve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are in person, over the phone or online. Integritys employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.

PandoLogic. Category:Insurance, Keywords:Insurance Agent, Location:Addison, TX-75001 Required Preferred Job Industries
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