Call Center Team Lead

About PHP

PHP is a life insurance field marketing organization, founded in 2009. Our CEO is entrepreneur Patrick Bet David. PHP partners with leading insurance and annuity carriers to offer a comprehensive basket of insurance products to a diverse client base. PHP provides a part-time or full-time opportunities to individuals pursuing careers as life insurance agent. PHP passionately serves people through a field sales force with over 20,000 licensed agents. PHP headquarters offices are in Addison, Texas (Dallas metroplex).

PHP Agency LLC. is a recognized leader in the financial services industry founded in 2009.

Job Summary

We are on the hunt for a goal-oriented, self-motivated individual who consistently strives to go above and beyond. This individual will report directly to the Contact Center Manager and will play a pivotal role within the Contact Center. The ideal candidate will possess the ability to make sound judgments in a variety of situations, coupled with robust written and verbal communication, administrative, and organizational skills. The ability to juggle multiple priorities while maintaining a realistic balance is crucial. The Contact Center Team Lead will need to handle a wide array of activities and confidential matters with discretion, often under pressure.

Primary Responsibilities:

• Exemplify our PHP/Integrity Culture, setting a high standard for the team

• Actively participate in Monday Morning Huddles, bringing energy and enthusiasm

• Regularly attend Staff Meetings, contributing valuable insights and feedback

• Diligently read and report on BOTM, providing comprehensive summaries

• Lead the team to not just meet, but exceed agents’ expectations regarding customer service

• Monitor a variety of tasks such as inbound and outbound calls, emails, and chats, ensuring smooth operations

• Prioritize and distribute workload to the team effectively, optimizing productivity

• Track and measure individual and team goals on a daily and long-term basis, providing clear metrics for success

• Provide motivational support to team members, fostering a high morale and productive environment

• Offer ongoing feedback to department management regarding opportunities for efficiency and team morale improvements

• Collaborate with other team leads to maximize efficiencies across teams

• Monitor associates’ performance, attitudes, and teamwork capabilities; take appropriate action with guidance when necessary

• Conduct team meetings or huddles as needed, fostering open communication

• Assist Department Leadership with Fun Activities, contributing to a positive workplace culture

• Attend PHP Events as needed or requested by the management team, representing the team positively

• Answer incoming calls, emails, and web-based submissions, directing and assisting agents with a customer-first approach

Primary Skills & Requirements:

• Professional demeanor with excellent written & oral communication skills (in person, e-mail, and telephone)

• Minimum of 2 Years’ Experience in a Call/Contact Center and Customer Service Roles

• Familiarity with basic math, demonstrating strong numerical competency

• Strong interpersonal skills, able to build relationships at all levels

• Ability to provide excellent customer service both verbally and in writing, putting customer satisfaction at the forefront

• Highly organized with a keen attention to detail, ensuring accuracy in all tasks

• Ability to work well with Stake Holders and a Variety of Personalities, demonstrating adaptability

• Proficiency in Microsoft suite (Outlook, Word, Excel), able to utilize these tools effectively

• Knowledge in project management tools (Jira), able to manage tasks and projects efficiently

• Familiarity with call center software (Five9 or Vonage), able to navigate these systems with ease

• Bilingual in Spanish is a plus. Must also have a strong understanding, speaking, and writing proficiency in English

• Typing speed of a minimum of 50 words per minute, ensuring quick and efficient communication

• Has undergone Leadership or Management Training, demonstrating a commitment to professional development

• Comfortable working in a fast-paced environment, able to adapt to rapid changes

About Integrity

Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innova