Contact Center Team Lead

SmartFinancial is a leading insurance marketplace serving the needs of customers across all 50 states. We are a growing technology company on a mission to simplify the insurance-buying experience with a transparent insurance-technology platform that matches shoppers with the right insurance carrier products.

We are seeking a highly motivated, performance-driven individual to work as a Team Lead in our growing Columbus downtown-based call center. The Contact Center Team Lead will prepare, motivate, and coach their staff members to provide excellent service to our consumers while meeting performance metric targets in a highly production-oriented onsite call center environment. This Team Lead will analyze performance behaviors on a daily basis, ensure call quality standards are met, manage personnel decisions, assist with hiring and training efforts, oversee the progressive discipline process, enforce company policies, and ensure that the company and team meet established goals. 

Responsibilities: 

• Oversee the daily activities of a performance focused Call Center staff that specializes in screening consumer prospects and transferring them to large scale insurance carriers and agency clientele
• Responsible for ensuring that the Call Center staff is meeting production targets and the company's revenue goals
• Conduct and review quality control audits to monitor the team's performance through both side-by-side observations as well as live-listening and provide timely feedback to team
• Coordinate, monitor, and track performance deliverables & workflow process management
• Oversee time management and efficiency behaviors
• Responsible for addressing any problems that require coaching or corrective action, in adherence with overall business expectations of Contact Center department
• Perform recurring administrative & analytical duties including assuring schedule adherence & script compliance, reviewing agent performance reports, attendance, etc.
• Partnering with People Operations to address employee grievances, complaints and other HR related issues
• Ensure agents' understanding of and compliance with all legal and departmental policies
• Collaborate with leadership to establish ongoing process management including quality calibrations, providing coaching interaction details to management, assisting with new hire/ongoing training efforts, providing feedback to senior leadership related to team's performance status, and corrective action plans for low performers
• Help to maintain a high level of employee engagement through various channels including: Incentive Management, Rewards and Recognition programs, and team building activities
• Assist with call volume by taking Inbound/Outbound calls as needed
• Report to and partner up virtually on a daily basis with leadership based out of state
• Other duties as assigned