Position Purpose:
The Team Leader is responsible for managing a team of agents to ensure successful delivery of project goals. This role involves overseeing daily operations, coaching team members, monitoring performance metrics, and ensuring compliance with client expectations and company standards.
Essential Functions and Responsibilities:
· Supervise and guide a team of claims representatives to meet performance targets
· Monitor daily operations and ensure adherence to SLAs
· Conduct regular coaching, feedback sessions, and performance reviews
· Facilitate team meetings and resolve conflicts
· Collaborate with cross-functional teams to resolve issues and improve processes
· Prepare and present performance reports to management
· Drive team engagement and foster a positive work environment
· Ensure compliance with company policies and client requirements
· Ensure accurate documentation and reporting
Preferred QualificationsMinimum Job Requirements:
- Education: At least 2yrs of college
- Experience: Minimum 1 year in a supervisory or team lead role, preferably in P&C insurance
- Skills:
a. Strong leadership and interpersonal skills
b. Excellent verbal and written communication
c. Analytical thinking and problem-solving
d. Proficiency in MS Office and workflow management tools
e. Ability to manage time and prioritize tasks effectively
Top Skills
What We Do
When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers.
In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.
