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Customer Service Team Coordinator

2 months ago

Hartford, Connecticut, United States Global Atlantic Financial Group Full time
Company Overview

Global Atlantic Financial Group stands as a prominent entity in the U.S. life insurance and annuity sector, catering to the diverse needs of both individuals and institutions. As a wholly-owned subsidiary of KKR, a distinguished global investment firm, we specialize in alternative asset management across various strategies and capital market solutions.

We are committed to fostering a diverse team of skilled professionals who embody our culture of collaboration and innovation. Our dedication to the career advancement of our employees is paramount, as we recognize their integral role in our sustained success. Join us and embark on a journey of growth.


POSITION SUMMARY

The Team Leader role within the Call Center is a focused position designed to support front-line representatives through coaching, development, and enhancement of job knowledge, while ensuring service levels meet customer expectations.

The ultimate objective is to cultivate our workforce to deliver exceptional service, characterized by consistent high standards through professional, trained, and approachable client care advocates.


KEY RESPONSIBILITIES

Performance Management: Ensure that all performance metrics are achieved. Collaborate with peers and leadership to enhance the contact center through effective coaching and development of staff.

System Proficiency: Gain a comprehensive understanding of our systems and platforms to effectively train client care advocates in locating information and executing their responsibilities with improved efficiency.

Resource Management: Balance resources, personnel, systems, and equipment to meet quality and responsiveness benchmarks. Exhibit the ability to manage competing priorities.

Team Leadership: Lead by example and promote teamwork. Actively support team initiatives and foster a cooperative environment to achieve collective goals. Enhance team morale and create a sense of belonging among team members.

Customer Satisfaction: Address and resolve customer issues promptly; escalate and communicate as necessary. Collaborate with management to develop new methods and procedures aimed at enhancing the company's customer service delivery.

Root Cause Analysis: Proactively work to identify and resolve underlying issues, particularly those affecting call center operations. Uphold and enforce standard operating procedures for team processes.

Reporting and Analysis: Oversee the analysis of reports and metrics related to incoming calls. Monitor service quality against established standards and propose enhancements to improve workflow and customer service.

Collaboration: Provide management with feedback on issues and initiatives impacting customer experience. Work closely with other departments on cross-functional projects and improvements.

Additional Responsibilities: Maintain flexibility to assist with incoming calls during peak times and provide backup support to the contact center. Other duties may be assigned as needed.


QUALIFICATIONS

Proven leadership capabilities.

Prior experience in a contact center environment is preferred.

A minimum of 3 years in a customer-focused inbound/outbound call center.

Exceptional written and verbal communication skills.

This position is not eligible for visa sponsorship now or in the future.

Global Atlantic's base salary range for this role is $44,000 — $84,000 USD.

We are dedicated to creating an inclusive workplace where every individual can contribute meaningfully to our success. Global Atlantic is proud to be an equal opportunity employer, and we do not discriminate based on any federally, state, or locally prohibited basis.

Employees requiring accommodations to perform essential job functions will engage in an interactive process, which may include providing documentation.