Contact Center Team Lead in SmartFinancial

SmartFinancial is a leading insurance marketplace serving the needs of customers across all 50 states. We are a growing technology company on a mission to simplify the insurance-buying experience with a transparent insurance-technology platform that matches shoppers with the right insurance carrier products.We are seeking a highly motivated, performance-driven individual to work as a Team Lead in our growing Columbus downtown-based call center. The Contact Center Team Lead will prepare, motivate, and coach their staff members to provide excellent service to our consumers while meeting performance metric targets in a highly production-oriented onsite call center environment. This Team Lead will analyze performance behaviors on a daily basis, ensure call quality standards are met, manage personnel decisions, assist with hiring and training efforts, oversee the progressive discipline process, enforce company policies, and ensure that the company and team meet established goals.Responsibilities: 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 clienteleResponsible for ensuring that the Call Center staff is meeting production targets and the company's revenue goalsConduct 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 teamCoordinate, monitor, and track performance deliverables & workflow process managementOversee time management and efficiency behaviorsResponsible for addressing any problems that require coaching or corrective action, in adherence with overall business expectations of Contact Center departmentPerform recurring administrative & analytical duties including assuring schedule adherence & script compliance, reviewing agent performance reports, attendance, etcPartnering with People Operations to address employee grievances, complaints and other HR related issuesEnsure agents' understanding of and compliance with all legal and departmental policiesCollaborate 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 performersHelp to maintain a high level of employee engagement through various channels including: Incentive Management, Rewards and Recognition programs, and team building activitiesAssist with call volume by taking Inbound/Outbound calls as neededReport to and partner up virtually on a daily basis with leadership based out of stateOther duties as assignedRequirementsKnowledge/Skills/Abilities:Professional KnowledgeAbility to identify strengths and weaknesses of the team; mentor and assist with developing performance of agentsAbility to multitask, meet deliverables, be detailed-oriented, be dynamic, and be innovativeAbility to learn and use various technology and software applicationsCommunicationsEffective oral and written communication skillsExcellent interpersonal skillsAbility to interpret and apply required policies and proceduresApproachableQualifications:Bachelor's Degree preferred 3+ years team management experience required5+ years Customer Service and/or Sales experience requiredPrior experience in outbound telemarketing preferredAny similar combination of the above education and experiencePrior experience in managing onsite and employees preferredBenefits401(k) matchingDental insuranceHealth insuranceHealth savings accountLife insurancePaid time offHSA/FSA optionsReferral programVision insuranceSupplemental pay types:Bonus opportunitiesCommission payYearly bonusPay Range - 65,000-90,000 Show more Show less Должностной уровень Руководитель среднего звена Тип занятости Полный рабочий день Должностные обязанности Продажи Отрасли Технологии, информационные средства и Интернет