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Team Leader

2 months ago

Quincy, Massachusetts, United States Arbella Insurance Full time
Lead a High-Performing Team at Arbella Insurance

We're seeking a seasoned leader to join our team as a Customer Service Team Manager. As a key member of our Operations team, you will be responsible for leading a team of 10 to 12 individuals and working closely with various stakeholders to execute on overall business objectives.

Key Responsibilities:
  • Recruit, select, train, and develop employees to create a talented team that supports sufficient staffing and high employee engagement.
  • Foster a spirit of teamwork and unity among department members, promoting creative ideas, conflict resolution, and diversity and inclusion.
  • Coach and develop employees to meet or exceed Arbella's expectations for delivering a great customer experience, productivity, quality, and key performance indicators.
  • Influence and motivate others to translate vision into action.
  • Identify and analyze relevant business trends and work with the Operations leadership team to problem-solve, action plan, and determine system, process, and procedural improvements.
  • Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.
  • Manage the preparation and maintenance of reports necessary to carry out the functions of the department.
  • Maintain employee work schedules, training, vacations, and paid time off, cover for absenteeism, and overtime scheduling.
  • Provide effective performance feedback through employee recognition, rewards, disciplinary action, with the assistance of Human Resources when necessary.
  • Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal interactions.
  • Build independence and empower team members to improve workflow.
  • Actively lead or contribute to initiatives and/or projects.

A successful Customer Service Team Manager builds and leads an engaged, high-performing team who strives for efficiency and offers thoughtful ideas for improvement. The Customer Service Team Manager also builds strong relationships with internal business partners to ensure timely service resulting in high customer satisfaction.

Requirements:
  • Bachelor's degree with strong leadership, communication, customer service, and problem-solving skills required.
  • Advanced customer service skills, clear and effective communication, active listening skills.
  • Strong relationship management skills.
  • Ability to coach and develop, influence and motivate others.
  • Collaboration, delegation, problem-solving skills, decision-making, analytical, ability to manage change, and organizational skills and contact center experience preferred.
  • Experience with Microsoft Office (Outlook, Word, Excel, and PowerPoint).