Customer Care Team Leader - Hybrid

Customer Care Team Leader - CE08AE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.   

         

As part of the Customer Contact Center management team, this position is accountable for achieving business goals, coaching teammates to deliver exceptional customer service, retention, and talent development. The Team Leader will lead a team of call center representatives

Work Arrangements:

• This role is a Hybrid work arrangement.  Candidates who live near one of our office locations (Hartford, CT, Charlotte, NC, Alpharetta, GA, Naperville, IL, Sunrise, FL, Lake Mary, FL) will have the expectation of working in an office 3 days a week (Tuesday through Thursday).  

Start Date: April 1st, 2024

Work schedule: Monday – Friday during core business hours within 8am-8p EST including some corporate holidays.

Training: First 60 days 

RESPONSIBILITIES:
• Develops, motivates, evaluates, and coaches staff to provide excellent customer service through proper call handling and following established procedures.
• Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together.
• Creates an environment which supports and motivates team members to develop technical and interpersonal skills.
• Performs HR administrative duties such as attendance, staff evaluations, disciplinary counseling, & documentation.
• Participate/lead multiple projects simultaneously with appropriate prioritization and organization.

QUALIFICATIONS:
• Bachelor's degree or equivalent work experience
• Demonstrates ability to lead and motivate a diverse team, drive business results, and effectively lead others through change.
• Effective time/organization management. Works well under pressure and within tight timelines. Understands the urgency required of the department.
• Ability to make decisions through both analyzing quantifiable results and employing critical thinking skills.
• Strong attention to business goals and capability to translate results into actions through variation management lens.
• Utilize analytical thinking to make recommendations and propose solutions regarding business problems.
• Strong business acumen and decision-making skills
• Ability to build and foster a high-performance team environment.
• Excellent customer service and effective communication skills

INTERNET REQUIREMENTS: we require that  (1) high speed broadband internet service (we do not support DSL, wireless, Wi-Fi, Hotspots, Fiber without a modem and Satellite).  (2) Internet provider supplied modem/router/gateway must be hardwired to The Hartford issued computer with an ethernet cable (no Wi-Fi) (3) minimum 10 upload/100 download speeds are required. To confirm whether your Internet system has sufficient speeds, please visit Zscaler Speed Test and share your speed test results.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

$69,920 - $104,880

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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