About the roleThe Broker Services Team Leader is responsible for leading the day-to-day operations of the Broker Services Contact Center, providing leadership, coaching, and support to a team of Contact Center Representatives who assist insurance brokers and internal business partners. This role is responsible for driving operational excellence, ensuring service level and quality objectives are met, fostering employee development, and promoting a culture of accountability, collaboration, and continuous improvement.
The Team Leader serves as a key liaison between frontline staff and leadership while supporting strategic initiatives, process enhancements, and cross-functional partnerships that improve the overall broker experience.
Primary responsibilities:- Lead, coach, mentor, and develop a team of Broker Services Representatives through regular coaching sessions, performance feedback, and career development.
- Monitor daily operations to ensure achievement of service level, quality, productivity, and customer experience goals.
- Assist with performance reviews, attendance management, coaching, and corrective action when appropriate.
- Provide guidance and support in resolving complex broker inquiries and customer escalations.
- Review operational reports and performance metrics to identify trends, opportunities, and action plans for continuous improvement.
- Partner with Workforce Management to ensure appropriate staffing, schedule adherence, and operational coverage.
- Collaborate with Quality, Training, Technology, Claims, Underwriting, Distribution, and other business partners to support operational initiatives and process improvements.
- Support implementation of new business initiatives, system enhancements, and organizational changes.
- Ensure compliance with company policies, regulatory requirements, and operational procedures.
- Foster an inclusive, collaborative, and high-performing team environment that encourages employee engagement and accountability.
- Participate in interviewing, onboarding, and training new employees.
- Promote a customer-focused culture while delivering exceptional service to brokers and internal partners.
Qualifications- Previous leadership, supervisory, or demonstrated leadership experience in a customer service, contact center, insurance, or operations environment.
- Strong coaching, mentoring, and employee development skills.
- Excellent written, verbal, and interpersonal communication skills.
- Strong analytical and problem-solving abilities with experience using performance metrics to drive results.
- Ability to effectively manage multiple priorities in a fast-paced environment.
- Strong organizational and time management skills.
- Proficiency with Microsoft Office applications.
Preferred Qualifications- Experience in the commercial insurance industry.
- Knowledge of broker support operations and customer service best practices.
- Experience using contact center technologies such as Genesys Cloud, Salesforce, Brightmetrics, Workforce Management tools, or similar platforms.
- Experience leading teams in a multi-channel environment supporting phone, email, chat, and digital service channels.
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At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.
Enjoy benefits that take care of what mattersAt AIG, our people are our greatest asset. We know how important it is to protect and invest in what's most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security-as well as your professional development-to bring peace of mind to you and your family.
Functional Area:
OP - Operations
AIG PC Global Services, Inc.
