Broker Services Team Leader

The 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.