Customer Service Team Leader

1 month ago

Tampa, Florida, United States Safepoint MGA, LLC Full time
Are you a dedicated insurance expert with a knack for leadership? If you have a desire to guide a team in delivering outstanding customer support, consider the opportunity to join our organization as a Customer Service Team Leader.

Job Overview
In this role, you will oversee a team of Customer Service professionals within a dynamic call center setting.

Your primary responsibility will be to cultivate and manage a team of Customer Service Representatives, ensuring that the highest standards of service are maintained and that the company's customer service principles are upheld.

Key Responsibilities
  • Actively participate in the recruitment process for Customer Service personnel.
  • Design and implement a thorough training program for new hires.
  • Lead training sessions and facilitate job shadowing initiatives.
  • Collaborate with technology teams to enhance workflow efficiency and automation.
  • Work alongside Marketing to foster strong relationships with agents.
  • Establish and monitor productivity and quality benchmarks, ensuring departmental compliance.
  • Maintain effective communication with internal and external stakeholders.
  • Undertake additional tasks and projects as assigned.

Essential Skills
  • Strong verbal and written communication abilities.
  • Proven experience in supervising and mentoring Customer Service Representatives.
  • Capability to obtain and maintain necessary licensing.
  • Critical thinking skills to assess risks and make informed decisions.
  • Commitment to regular on-site attendance.

Qualifications
  • 5-7 years of experience in property and casualty insurance.
  • 2-3 years of supervisory experience in a call center environment.
  • Possession of relevant state licensure or the ability to obtain it promptly.
  • In-depth understanding of the underwriting process and associated analytics.
  • Exceptional communication and organizational skills.
  • Advanced proficiency in computer systems and software.
  • A college degree is preferred.

Physical Requirements
While performing the duties of this position, the employee is regularly required to communicate effectively. The role may involve standing, walking, and using hands for various tasks.

Work Environment
This position is situated in a professional office atmosphere, utilizing standard office equipment such as computers, telephones, and copiers.

Compensation and Benefits

We recognize that skilled professionals are drawn to organizations that offer a supportive work environment along with a competitive compensation and benefits package, as well as opportunities for personal and professional development.


Our offerings include:
  • Professional Development and Educational Assistance Programs
  • Safe Harbor 401K Plan with Immediate Vesting and Automatic Company Contributions
  • 15 Paid Time-Off Days
  • 3 Discretionary Days
  • 5 Parental Leave Days
  • 5 Jury Duty Days
  • 5 Bereavement Days
  • 8 Company Paid Holidays
  • Health, Dental, and Vision Insurance
  • Short and Long Term Disability Insurance (company paid premium)
  • Flexible Spending Accounts with Company Contributions
  • Health Savings Accounts with Company Contributions
  • Employee Life and AD&D Insurance
  • Dependent Life and AD&D Insurance
  • Company paid AAA Membership
  • Company paid Identity Theft Protection
  • Additional Ancillary Insurance Benefit Programs
  • And more...

Safepoint MGA, LLC is an equal opportunity employer. We are committed to making employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age, or disability. Your opportunity for employment with us is based solely on your qualifications.

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