Contact Center Team Lead

Welcome to SmartFinancial, where our mission is clear: to drive growth and success for insurance agencies through our industry-leading technology Voted one of the Best Places to Work for four consecutive years, we are one of the fastest-growing tech companies.

We are a leading insurance marketplace, connecting millions of shoppers to our network of insurance partners.

The salary range for this position is $52,000-$83,000.

What You'll Do

• Oversee the daily activities of a performance focused Call Center staff that specializes in screening consumer prospects and transferring them to large scale insurance carriers and agency clientele
• Responsible for ensuring that the Call Center staff is meeting production targets and the company's revenue goals
• Conduct and review quality control audits to monitor the team's performance through both side-by-side observations as well as live-listening and provide timely feedback to team
• Coordinate, monitor, and track performance deliverables & workflow process management
• Oversee time management and efficiency behaviors
• Responsible for addressing any problems that require coaching or corrective action, in adherence with overall business expectations of Contact Center department
• Perform recurring administrative & analytical duties including assuring schedule adherence & script compliance, reviewing agent performance reports, attendance, etc.
• Partnering with People Operations to address employee grievances, complaints and other HR related issues
• Ensure agents' understanding of and compliance with all legal and departmental policies
• Collaborate with leadership to establish ongoing process management including quality calibrations, providing coaching interaction details to management, assisting with new hire/ongoing training efforts, providing feedback to senior leadership related to team's performance status, and corrective action plans for low performers
• Help to maintain a high level of employee engagement through various channels including: Incentive Management, Rewards and Recognition programs, and team building activities
• Assist with call volume by taking Inbound/Outbound calls as needed
• Report to and partner up virtually on a daily basis with leadership based out of state
• Other duties as assigned

What We're Looking For

• Professional Knowledge
• • Ability to identify strengths and weaknesses of the team; mentor and assist with developing performance of agents
• Ability to multitask, meet deliverables, be detailed-oriented, be dynamic, and be innovative
• Ability to learn and use various technology and software applications
• Communications
• • Effective oral and written communication skills
• Excellent interpersonal skills
• Ability to interpret and apply required policies and procedures
• Approachable
• Qualifications
• • Bachelor's Degree preferred
• 3+ years team management experience required
• 5+ years Customer Service and/or Sales experience required
• Prior experience in outbound telemarketing preferred
• Any similar combination of the above education and experience
• Prior experience in managing onsite and/or remote employees preferred

What We Offer

• Comprehensive Benefits: High-quality health insurance and a 401k plan with company match.
• Incentives: Employee referral bonuses, daily and weekly cash giveaways.
• Training and Development: Extensive paid product training and world-class inside sales training.
• Career Growth: Advancement opportunities with a focus on promoting from within.

Why You'll Love It Here

We'd especially like to highlight our World Class Culture, which our employees say is the best thing about working at SmartFinancial. We have great SLACK channels for work and play, which keep you connected with your fellow employees throughout the day. Not to mention our top notch company events (like our Summer Beach Party with open bar, chili cook-off, annual holiday yacht party, fun office potlucks and more) that will keep you asking when the next event is.

We also have Penny, our company mascot. Like swag themed after a pink pig wearing glasses? Just. You. Wait.

Join SmartFinancial and become a key player in driving growth for insurance agencies. Apply now, and let's achieve success together

SmartFinancial is an equal opportunity employer, and we celebrate diversity and are committed to creating an inclusive environment for all employees. To learn more about our results-focused culture and employee-focused perks, read more on our careers page.