Contact Center Team Lead

All offices are currently open, and our employees are back 4 or 5 days a week in Hudson Yards, NY and 3 days a week in all other offices. If you have questions on this policy or the application process, please contact recruiting@gafg.com.

 

COMPANY OVERVIEW

Global Atlantic Financial Group is a leader in the U.S. life insurance and annuity industry, serving the needs of individuals and institutions. Global Atlantic is a majority-owned subsidiary of KKR, a leading global investment firm that offers alternative asset management across multiple strategies and capital markets solutions.

Global Atlantic is looking for a diverse team of talented individuals who reinforce our culture of collaboration and innovation. We are dedicated to the career development of our people because we know they are critical to our long-term success. Join our team and come grow with us. 

We use Greenhouse as our scheduling tool and communicate through their systems. At times, your email may block our communications. Please be sure to check your SPAM so that you do not miss critical information about our process, including scheduling. 

Annuity Contact Center hours of operation are 8am EST – 7pm EST.

Position Overview

The Contact Center Team Lead is responsible for assisting front-line contact center representatives with questions, coaching and escalations while also caring for service levels to ensure customer needs are met. The end goal is to serve customers well by efficiently delivering consistent high standards, through available, professional, trained, and friendly customer service representatives.

Key Responsibilities

• Demonstrates passion for delivering an exceptional customer experience
• Balances resources, people, systems, and equipment to meet quality and service level goals
• Builds team unity by communicating team objectives, recognizing top performers, and celebrating team successes
• Demonstrate ability to manage conflicting priorities
• Investigate and rectify customer issues in a timely manner; escalate and communicate as appropriate
• Balance customer service with compliance guidelines; apply good judgment in decision making
• Enforce and maintain standard operating procedures for team processes
• Research, analyze, propose, and implement enhancements that will improve workflow and customer service
• Conduct regular team meetings and coaching sessions with team
• Assist in the training, development, and mentoring of team
• Collaborate with other departments regarding cross-functional efforts, and enhancements
• Other responsibilities may be assigned

Qualifications

• Must have 1-2 years of contact center experience
• Experience supporting annuity products preferred
• Four-year college degree preferred, but not required
• Superior written and verbal communication skills
• This position is not eligible for via candidates now or in the future

Various jurisdictions have passed pay transparency laws that require companies provide salary ranges for any positions for which they are accepting applications. Global Atlantic has offices in Atlanta, Batesville, Bermuda, Berwyn, Boston, Des Moines, Hartford, Indianapolis, and New York City. The base salary range posted below is inclusive of the lowest cost of living geography to the highest in which we have a Global Atlantic office. 

Global Atlantic’s base salary range is determined through an analysis of similar positions in the external labor market. Base pay is just one component of Global Atlantic’s total compensation package for employees and at times we hire outside the boundaries of the salary range. Other rewards may include annual cash bonuses, long-term incentives (equity), generous benefits (including immediate vesting on employee contributions to a 401(k)), as well as a company match on your contributions), and sales incentives.  Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Compensation for our more senior positions have a larger component of short-term cash bonus and long-term incentives. The base salary range for this role is $38,000 to $74,000

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TOTAL REWARDS STATEMENT  

Global Atlantic’s total rewards package is reflective of our corporate values, particularly diversity, excellence and innovation, with a focus on inclusion, pay equity, and flexibility. We are proud to support your personal and professional growth and well-being through pro