Team Leader

Job Summary:

The Team Leader for Customer Service will oversee a team of Customer Service Agents, ensuring that all inbound inquiries and FNOL claims are handled effectively. The role requires strong leadership skills and experience in the insurance industry, with a focus on customer care and claims management.

Key responsibilities

• Lead and manage a team of Customer Service Agents, providing guidance and support.
• Monitor and ensure the quality and accuracy of FNOL call handling and claims processing.
• Develop and implement training programs to enhance team performance and knowledge of insurance products and services.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Address escalated customer issues and work towards resolution in a timely manner.
• Collaborate with other departments to streamline processes and improve customer service efficiency.

Qualifications & Desired Skills

• 3 years proven experience in a supervisory role within the insurance industry, specifically in customer service or claims handling.
• In-depth knowledge of workers' compensation insurance and FNOL procedures.
• Excellent leadership and team management skills.
• Strong problem-solving abilities and the capacity to handle escalated issues.
• Proficiency in using customer service and team management tools.

Place of work