Team Lead – Call Center Licensed Customer Service Team

Description

Aspire General Insurance Company and its affiliated general agent, Aspire General Insurance Services, are on a mission to deliver affordable specialty auto coverage to drivers without compromising outstanding service.

Our company values can best be described with ABLE: to always do the right thing, be yourself, learn and evolve, and execute. Join our team where every individual takes pride in driving their role for shared success.

Position Overview

The Call Center, Team Lead – Licensed Customer Service is responsible for overseeing a team of licensed customer service representatives within the call center. This role ensures the delivery of high-quality service, compliance with regulatory requirements, and achievement of operational goals. The Team Lead acts as both a coach and subject matter expert, supporting team members in handling complex inquiries, maintaining productivity, and fostering a positive, customer-focused culture.

Key Responsibilities

Leadership & Team Management

• Supervise, motivate, and develop a team of licensed customer service representatives.
• Serve as first point of escalation for complex or sensitive customer inquiries.
• Monitor individual and team performance, providing feedback, coaching, and recognition.
• Conduct regular one-on-one and team meetings to communicate goals, updates, and performance results.
• Ensure adequate staffing and schedule adherence to meet service-level objectives.
  
  

Customer Service Excellence

• Drive a culture of customer-first service, balancing efficiency with personalized support.
• Support team members in delivering solutions that are accurate, compliant, and aligned with company standards.
• Identify opportunities to improve the Customer Experience and reduce repeat contacts.
  
  

Compliance & Quality Assurance

• Ensure all team members maintain active licenses and meet continuing education requirements.
• Monitor adherence to regulatory, legal, and company policies, including insurance regulations and call handling standards.
• Partner with the Quality Assurance team to review calls and provide actionable coaching.
• Track and escalate potential compliance risks promptly.
  
  

Performance & Reporting

• Track and analyze key metrics (e.g., call quality, handle time, hold time, licensing compliance, customer satisfaction, and first-call resolution).
• Provide leadership with regular reports and insights on performance trends and areas for improvement.
• Collaborate with Workforce Management to ensure team coverage and efficiency.
  
  

Training & Development

• Partner with training and enablement teams to onboard new licensed agents and provide ongoing skills development.
• Identify individual performance gaps and create targeted development plans.
• Mentor high-potential team members for career growth and succession planning.
  
  

Collaboration & Communication

• Work closely with other Team Leads, Managers, and cross-functional departments (Claims, Sales, Underwriting, Compliance, etc.) to resolve issues and share best practices.
• Act as a bridge between front-line agents and leadership, ensuring accurate communication flows in both directions.
  
  

Requirements

Qualifications

Required

• Active insurance license (state-specific, e.g., Property & Casualty).
• 3–5 years of customer service experience, preferably in insurance or financial services.
• 1–2 years of leadership or team lead experience in a call center environment.
• Strong knowledge of insurance products, policies, and compliance requirements.
• Excellent communication, coaching, and problem-solving skills.
• Ability to analyze data and make decisions to improve performance.
  
  

Preferred

• Bachelor’s degree in business, Insurance, or related field
• Experience with call center systems (e.g., CRM, telephony, workforce management tools).
• Track record of improving team performance and customer satisfaction.
  
  

Competencies & Skills

• Leadership and people development
• Customer-centric mindset
• Strong organizational and time management skills
• Conflict resolution and de-escalation skills
• Analytical and data-driven decision-making
• Adaptability in a fast-paced, regulated environment
  
  

Work Environment

• Call center environment with high call volumes.
• Requires flexibility to work shifts, including evenings or weekends as needed.
• Hybrid or on-site work options may be available depending on business needs.
  
  

Benefits: Medical, Dental, Vision, HSA*, PTO, 401k, Company Observed Holidays

Individuals seeking employment at Aspire General Insurance Services LLC are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation in accordance with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

• Dependent on plan selected