Leadership & Team Development

• Lead, coach, and mentor a remote Life Claims call center team to deliver exceptional service.

• Provide daily oversight, performance feedback, and real-time support to frontline associates.

• Foster a culture grounded in empathy, accountability, and consistency.

Performance & Service Delivery

• Own team performance across key operational metrics, including:

o Service Level

o Abandonment

o Average Handle Time (AHT)

o Quality Scores

o First-Call Resolution & Rework Rates

• Conduct performance reviews, quality audits, and targeted coaching plans.

Customer Experience & Compliance

• Ensure all customer interactions are handled with compassion, professionalism, and regulatory compliance.

• Support beneficiaries navigating the life claims process with clarity and sensitivity.

• Maintain strict adherence to life insurance regulations, internal policies, and data-security standards.

Cross-Functional Collaboration

• Partner closely with Workforce Management, Quality, and Training teams to drive continuous improvement.

• Contribute insights to enhance training curriculums, SOPs, and customer-experience improvements.

Required Experience & Skills

• High School Diploma or GED required; Associate’s or Bachelor’s degree preferred

• Prior leadership experience in a high-volume call center, claims environment, or insurance operations.

• At least 2 years of call center supervisory experience with proven success managing remote teams.

• Strong, KPI-driven performance management abilities; skilled at coaching both new and tenured staff.

• Strong communication and interpersonal skills and the ability to build and maintain relationships.

• Strategic thinker and ability to analyze and solve problems quickly.

• Ability to work well with others and lead a team.

• Knowledge of life insurance claims processes, terminology, and regulatory expectations.

• Experience collaborating with or managing offshore teams.