Disability & Leave Insurance Contact Center Team Lead

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Team Leaders on our Employee Benefits Division (EBD) Customer Experience contact center team are responsible for providing process knowledge to individuals within and outside the team. The position will be a source of knowledge used by team members to better understand complicated processes and transactions.  They will serve the contact center team as a consultant and an escalation point between the customer and a manager.  This position will also identify and address issues, streamline processes, support initiatives, and explore opportunities for continuous improvement.
The role will begin on-site at our New York office located at 1225 Franklin Avenue, Garden City. Upon successful completion of training and meeting performance expectations, there is potential to transition to a hybrid schedule (2 days in-office, 3 days remote). The anticipated start date for this role is September 29th, 2025.

Responsibilities

• Implementation and Change Management: Support end-to-end implementation and change management activities for new capabilities and processes. Ensure all processes are documented and uploaded to a shared location for team access as needed. Work with training partners to increase CBT and shared training partner participation for new hires. Identify tiered and cross-training opportunities and suggest ongoing knowledge training.
• Leadership Support: Properly support the team manager with prioritization of overall team needs and individualized focus. Provide management presence across the division in the manager’s absence. Collaborate regularly with the team manager and other CX leaders to prioritize new partners and products while remaining cognizant of processing impacts.
• High-Volume Escalation Handling: Manage high-volume escalation calls and process daily production transactions to achieve overall team productivity goals. Handle high-profile, complex transactions with precision.
• Expert Process Knowledge: Apply deep process knowledge to answer daily questions from team members regarding work unit processes and systems. Possess a thorough understanding of workflows within the unit and their connections to other units. Quickly develop or utilize extensive institutional knowledge to review and anticipate workflow and customer impact. Use this knowledge in interactions with other departments and external entities.
• Training and Development Support: Support training and development for new hires and tiered training for various levels of the management team. Perform call audits and provide feedback to call center representatives. Meet routinely and proactively with peers and managers to report issues and trends, and apply activities and decision-making for resolution.
• Research and Issue Resolution: Conduct research, investigate complaints, and handle escalated issues using process and institutional knowledge. Research complex issues that arise during business operations and create strategies to support the development and governance of knowledge management for both internal and external consumption.
• Workflow Assessment and Improvement: Perform comprehensive assessments of current workflows and recommend solutions to enhance efficiency and effectiveness. Collaborate with stakeholders to implement improvements in people, processes, and capabilities, ensuring optimal performance and customer satisfaction.
• Collaboration and Communication: Work closely with internal teams and distributor partners to gather, record, and share essential information. Provide regular status updates, identify and address issues, streamline processes, and explore opportunities for continuous improvement.

Skills and Abilities:

• Excellent verbal and written communication skills with an ability to write clearly and persuasively.
• Strong grammar, spelling, and punctuation knowledge.
• Ability to write in different tones and styles as required by the project.
• Ability to conduct thorough research and present information in a clear, organized manner.
• Time-management skills and the ability to handle multiple tasks simultaneously.
• Must be flexible and able to adapt quickly to the needs of a constantly changing environment and manage multiple priorities.
• Makes timely decisions, readily understands complex issues, and develops solutions that effectively address the problem.  
• Effective team collaboration across the organization.
• Strong influence, critical thinking, and independent problem-