Guardian Life Insurance

Contact Center Team Leader, FPRS (Hybrid)

Guardian Life Insurance • $68K — $113K *
Bethlehem, PA 18017In-Person
Finance & Insurance
Less than 5 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • BA/BS degree preferred or equivalent work experience
  • 3+ years insurance or financial service industry experience
  • Strong leadership and communication skills
  • High accountability and independent decision-making abilities
  • Ability to build effective relationships with senior leaders and peers
  • Exceptional time management and organizational skills
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, OneNote)

Responsibilities

  • Lead daily business operations and serve as primary contact for team and partners
  • Motivate and coach a high-performing team through training and feedback
  • Manage budget resources to meet business objectives
  • Monitor schedule adherence to ensure optimal customer service
  • Analyze root causes of issues affecting customer experience
  • Respond to customer feedback and implement service improvements
  • Communicate business performance and potential risks to senior leadership
  • Lead and participate in department projects and recruitment strategies
  • Manage performance review process and set annual objectives
  • Drive diversity and innovation within the team

Benefits

  • Hybrid work arrangement requiring at least 3 days in the office
  • Occasional travel required
  • Support for career development and training opportunities
  • Emphasis on creating a diverse workplace culture
  • Engagement in innovative projects with a focus on operational efficiency
Full Job Description

You will:  

  • Lead day-to-day business operations and achieve optimal service results, serving as primary point of contact for colleagues, critical business partners and customer escalations 

  • Oversee and inspire a high performing team through daily coaching, delivery of training to new and seasoned colleagues, call/contact listening, providing tailored development feedback to each team member, and driving colleague engagement 

  • Effectively execute and manage budgeted resources against business goals to ensure that commitments and key performance metrics are achieved 

  • Proactively monitor schedule adherence and behaviors to ensure team members are in the right place, at the right time, to effectively serve our customers 

  • Proactively analyze root-cause issues that generate escalations, unnecessary customer effort, or multiple contacts on same service issue, adversely impacting the overall customer experience 

  • Provide thoughtful responses to customer experience feedback, assisting with service recovery and/or implementing business improvements to drive persistency and service excellence 

  • Proactivelyidentifyand communicate with senior leadership regardingbusiness performance, adverse impact of decisions on customers and potential risks to the business

  • Effectively lead and/or collaborate on department projects and ongoing recruitment strategy

  • Manage annual performance review process, helping leadership team to setannualobjectives/goalsand key resultthresholds

  • Partneron new program initiatives and rollouts, with an emphasis on digital advancements, automation, operational efficiency, and service excellence

  • Create a culture of diversity and innovation wherecolleaguesfeel safe and empowered to share their thoughts/ideas;effectchange that willbenefitteam andenhance service experiences

You have:  

  • BA/BS degree preferred, or equivalent work experience 

  • Three plus years of insurance, or other financial service industry experience, preferred 

  • Excellent leadership, analytical, verbal & written communication skills, and emotional intelligence 

  • Exceptional level of accountability, discretion, and independent decision making 

  • Ability to create effective relationships with senior leaders, peers, colleagues, and partners and be recognized as a trusted subject matter expert and resource  

  • Ability to effectively prioritize tasks, take initiative and problem-solve 

  • Excellent time management and organizational skills 

  • Experience analyzing business area quality and productivity standards 

  • Strong ability to simultaneously manage multiple business processes or functions 

  • Proficiency in Microsoft products (Word, Excel, Powerpoint, OneNote) 

 

 

Location: 

  • Primary office location-Bethlehem, PA or Pittsfield, MA

  • Hybrid work arrangement - expectation of at least 3 days in the office

  • Occasional travel to meet business needs

Salary Range:

$68,970.00 - $113,310.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

About Guardian Life Insurance

Guardian Life Insurance Careers

Join the Guardian Life Insurance team today and be part of a company that values growth, leadership, and innovation. As a leading provider in the insurance industry, Guardian Life Insurance offers a wealth of job opportunities that empower you to shape your future and strengthen your professional skills. Work You’ll Do At Guardian Life Insurance, you’ll collaborate with a diverse team of experts dedicated to providing exceptional service and innovative solutions to our clients. Our culture thrives on inclusivity and the shared ambition of our team members to drive positive change in the insurance sector. Explore a variety of career paths in areas ranging from customer service to financial advisement, each offering the potential to engage with transformative projects that impact lives. Our commitment to professional growth is evident in our robust training programs, including leadership development and diversity training, designed to enhance your skills and advance your career. Innovative Work Guardian Life Insurance is at the forefront of integrating cutting-edge technology and personalized service. Join us and contribute to initiatives that redefine industry standards and lead to more predictive and personalized customer experiences. Be Part of a Great Team Our team at Guardian Life Insurance is our strongest asset. We foster an environment where creativity and effectiveness are encouraged, making it a perfect place for those who seek to innovate and excel in their careers. With a focus on nurturing talent, we offer comprehensive benefits, competitive salaries, and a supportive atmosphere that advocates work-life balance. Future-Proof Your Career With Guardian Life Insurance, your career is future-proof. Dive into a range of employment opportunities that not only align with your current skills but also challenge you to grow and expand your capabilities. Whether you’re looking for a full-time position, an internship, or even leadership roles, Guardian Life Insurance is committed to helping you find the right path. Stay Connected Join Our Team Discover the job opportunities waiting for you at Guardian Life Insurance. We are continuously hiring and looking for individuals who are passionate, driven, and ready to contribute to our mission. Search open positions that match your skills and interests, and take the first step towards a rewarding career with us. Keep Up to Date Stay informed with the latest career tips, industry insights, and company news—all from the professionals who make Guardian Life Insurance a leader in the insurance industry. Our careers blog provides valuable information to help you prepare for your next interview, polish your resume, and enhance your networking abilities. Job Alert Emails Customize your experience by subscribing to job alerts and insider tips tailored to your preferences. Discover exciting and rewarding opportunities that await at Guardian Life Insurance, and see how you can contribute to our legacy of excellence and innovation. Join Guardian Life Insurance today and be part of a company that’s dedicated to your career growth and professional development.
Learn more about Guardian Life Insurance
Size
9,000 employees
Industry
Finance & Insurance
Founded
1860
* Ladders Estimates

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