Contact Center Team Lead

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 wholly-owned subsidiary of KKR, a leading global investment firm that offers alternative asset management across multiple strategies and capital markets solutions. 

We are 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. 

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POSITION OVERVIEW

The job of a Team Leader within the Call Center is a highly focused position meant to assist front-line call center representatives with coaching, development, and job knowledge while also caring for service levels to ensure customer needs are met.  The end goal is to develop our people so they can serve our customers well by efficiently delivering consistent high standards, through available, professional, trained and friendly client care advocates. 

This position will be located in our Hartford, CT office and will be in-office on a hybrid work structure.

RESPONSIBILITIES

Ensures All Performance Standards are Met

• Works with peers and leaders to improve the contact center through coaching and development of our people
• Understand our systems and platforms to teach client care advocates on how to locate information and perform their duties with greater efficiency
• Balance resources, people, systems, and equipment to meet quality and responsiveness measures. Demonstrates ability to manage conflicting priorities

Lead by example and be a Team Player

• Actively supports team efforts
• Cooperates and works well with others in the pursuit of team goals
• Builds group cohesiveness by emphasizing team objectives and reinforcing cooperation
• Creates strong morale on the team and across the contact center
• Brings a feeling of participation and belonging to the team

Ensures Successful Customer Outcomes

• Investigate and rectify customer issues in a timely manner; escalate and communicate as appropriate and as needed
• Develop new methods and procedures, in cooperation with management, to improve the Company’s delivery of customer service
• Actively work to resolve root cause problems, particularly those problems that are directly related to operations of the call center
• Enforces and maintains standard operating procedures for team processes

Analysis/Reporting

• Manage the analysis of reports and metrics that monitor the incoming calls. Monitor the quality and level of service provided against established standards
• Research, analyze, propose, and implement enhancements that will improve workflow and customer service

Other Key Responsibilities

• Provide feedback to management regarding issues/initiatives that impact the customer
• Collaborate with other departments regarding cross-functional efforts, and enhancements
• Work closely with direct manager to identify, prioritize, and manage projects as they relate to the customer service center and company strategy
• Ability to interface with internal and external customers
• Flexibility to take incoming calls as needed during peak calls times and provide back up support to contact center
• Other responsibilities may be assigned

QUALIFICATIONS

• Demonstrated leadership skills
• Prior contact center experience preferred
• Bachelor's degree
• 3+ years in an inbound/outbound customer focused call center
• Superior written and verbal communication skills
• *** This role is not eligible for visa sponsorship now or in the future.   

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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, Boston, Des Moines, Hartford, Indianapolis, and New York Cit