Contact Center Team Lead

at Global Atlantic Financial Group
Hartford, Connecticut, United States

Currently, we are conducting interviews mostly over video.  We are voluntarily returning to the office, and require a vaccination to enter any business office at this time. If you have any questions regarding this policy, please reach out to recruiting@gafg.com.

COMPANY OVERVIEW

Global Atlantic Financial Group is a leader in the U.S. life insurance and annuity industry, serving the needs of individuals and institutions. With differentiated investment and risk management capabilities, deep client relationships, and a strong financial foundation, the company has established a track record of delivering proven, value-added solutions and long-term growth. Global Atlantic is a majority-owned subsidiary of KKR, a leading global investment firm that offers asset management and capital markets solutions across multiple strategies.

Global Atlantic is looking for a diverse team of talented individuals who reinforce our culture of collaboration and innovation. We are dedicated to the career development of our people because we know they are critical to our long-term success. Join our team and come grow with us. 

Hours for this position are 9:30-6 EST. 

POSITION OVERVIEW

The job of a Team Leader within the Call Center is a highly focused position meant to assist front-line call center representatives with questions, coaching and escalations while also caring for service levels to ensure customer needs are met.  The end goal is to serve customers well by efficiently delivering consistent high standards, through available, professional, trained and friendly customer service representatives. 

Ensures All Performance Measures are Met

  • Balance resources, people, systems, and equipment to meet quality and responsiveness measures. Demonstrates ability to manage conflicting priorities
  • Consistently monitor call volumes via Interaction Supervisor throughout the day and provide direction to staff to ensure resources are in place to meet service levels
  • Ensure that employees follow staffing schedules as required
  • Develop and/or implement reward and recognition programs that improve team performance and team morale

Lead by example and be a Team Player

  • Actively supports team efforts
  • Cooperates and works well with others in the pursuit of team goals
  • Builds group cohesiveness by emphasizing team objectives and reinforcing cooperation
  • Creates strong morale in his/her team and across functions
  • Shares wins and successes
  • Brings a feeling of participation and belonging to the team

Ensures Successful Customer Outcomes

  • Investigate and rectify customer issues in a timely manner; escalate and communicate as appropriate
  • Develop new methods and procedures, in cooperation with management, to improve the Company’s delivery of customer service
  • Actively work to resolve root cause problems, particularly those problems that are directly related to operations of the call center
  • Balance customer service with compliance guidelines; applies good judgment in decision making
  • Enforces and maintains standard operating procedures for team processes
  • Applies coaching and training to support CSR’s
  • Work to develop professional working relationships with our key accounts and customers

Analysis/Reporting

  • Manage the analysis of reports and metrics that monitor the incoming calls. Monitor the quality and level of service provided against established standards
  • Administers daily dashboards, measures spreadsheets and monthly business review documentation
  • Research, analyze, propose, and implement enhancements that will improve work flow and customer service

Development/Coaching

  • Creating sense of ownership within the employees and resolving employee issues when they surface
  • Create a professional work environment for all call center employees
  • Conduct regular team meetings and coaching sessions with staff
  • Develops, enforces and maintains standard operating procedures for team processes
  • Provide ongoing guidance and leadership to the call center team
  • Look constantly for improvement as well as continuous improvement for the whole team
  • Assist in the training, development, and mentoring of staff to satisfy customer requirement  

Other Key Responsibilities

  • Provide feedback to management regarding issues/initiatives that impact the customer
  • Collaborate with other departments regarding cross-functional efforts, and enhancements
  • Work closely with direct manager to identify, prioritize, and manage projects as they relate to the customer service center and company strategy
  • Ability to interface with internal and external customers
  • Flexibility to take incoming calls as needed during peak calls times and provide back up support to call center team as well as meet quality and responsiveness targets
  • Other responsibilities may be assigned

QUALIFICATIONS

  • Previous Contact Center experience preferred
  • Four year college degree preferred
  • At least 3 years in an inbound/outbound customer focused call center
  • Superior written and verbal communication skills

#LI-BB1

TOTAL REWARDS STATEMENT  

Global Atlantic’s total rewards package is reflective of our corporate values, particularly diversity, excellence and innovation, with a focus on inclusion, pay equity, and flexibility. We are proud to support your personal and professional growth and well-being through programs such as educational assistance, virtual physical therapy, remote/onsite fitness reimbursement, a medical second opinion program, pet insurance, military leave, parental leave, adoption assistance, fertility and family planning coverage. We strive to foster a culture of total well-being through community outreach and charitable giving programs.

We are active in our communities-

  • New York: Red Hook Conservancy, Girls Who Invest and The Bowery Mission
  • Boston: Cradles to Crayons, Project Bread, Let’s Get Ready, Rise Against Hunger, Salvation Army and many other local volunteer organizations in around the Boston area
  • Hartford: Habitat for Humanity, Foodshare, Humane Society, Hands on Hartford, Mercy Shelter and Dog Star Rescue
  • Indianapolis: Elevate Indianapolis, Gleaners Food Bank and the Juvenile Diabetes Research Foundation
  • Batesville: American Cancer Society Relay for Life, Angels of Giving, Margaret Mary Health Foundation, Ripley County Community Foundation, Safe Passage, Batesville High School Sponsorships, local area youth sports and food pantries, as well as many others
  • Des Moines: United Way, Central Iowa Shelter & Services, Junior Achievement of Central Iowa and Make a Wish Foundation
  • Berwyn: Food drive and will be planning an event to help a local family over the holidays
  • Atlanta: Packaged Good Organization, which helps the most vulnerable community members with providing personalized care packages for people in need including the elderly, our armed forces, the homeless and hospitalized kids
  • Bermuda: Sponsor of a weekly feeding program operated by The Hamilton Seventh-Day Adventist Church

 

Social platforms provide an environment to collaborate with others and participate in friendly competitions towards achieving physical, emotional and financial well-being. Our highly competitive health, retirement, life and disability plans can be tailored to best suit your needs and those of your whole family.

Global Atlantic is committed to creating an inclusive environment where everyone can meaningfully contribute to our success. We are proud to be an equal opportunity employer and we do not discriminate in employment on any basis that is prohibited by federal, state or local laws.  More than that, we strive to be inclusive of all backgrounds and experiences, which we feel gives us a competitive advantage in the market and within our firm.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. 

Global Atlantic Financial Company Employee Candidate Privacy Notice

Example: 

32 Longview Lane

West Hartford, CT 06107

Voluntary Inclusion Questions

We encourage qualified applicants from all backgrounds to apply.  As such, we are committed to achieving a diverse candidate pool for open positions and that our interview teams are made up of employees from different backgrounds.  Sharing your background with us will help us with that focus, although recruiters and hiring managers will not have the ability to see individual responses (only aggregate information).  

This information is not used to determine who is selected for interviews or will be hired, but is helpful in identifying resources, sites and groups which add value in increasing our applicant pool and ensures that we attract the best and most diverse workforce.  This is purely voluntary but will help our mission to be inclusive.  

 

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