Contact Center Team Lead

Penn Mutual

Team Lead in remote contact center providing leadership to customer service representatives. Ensuring operational excellence and compliance while fostering a culture of collaboration and continuous improvement.

Posted 4/29/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $70,000 - $95,000 per yearWebsite

About the role

Key responsibilities & impact

Provide leadership, mentorship, and day-to-day oversight of a team of CSRs and Specialists, ensuring they deliver high-quality and accurate customer service.
Foster a culture of excellence, accountability, and continuous learning.
Track and assess team and individual performance against established Contact Center Service Level Agreements (SLAs) and other key performance metrics.
Collaborate with internal departments to ensure the team has the resources needed to meet clients’ expectations and align with business objectives.
Regularly mentor and develop team members in a fully remote environment through training, feedback, mentoring, and performance evaluations.
Serve as the point of escalation for complex inquiries, complaints, or sensitive situations.
Ensure that all transactions processed by the team comply with company policies, procedures, and regulatory requirements.

Requirements

What you’ll need

5+ years of experience in a contact center environment within the insurance or financial services industry
2+ years of experience in a supervisory or leadership role
Strong understanding of various life insurance products and transaction processing
Experience with Five9 preferred or other contact center technologies and solutions
H.S. Diploma or Equivalent Required
Bachelor's Degree Preferred

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceperformance assessmenttransaction processingcontact center managementmentoringleadershipcomplianceSLA managementtraining

Soft Skills

leadershipmentorshipcommunicationaccountabilitycollaborationproblem-solvingadaptabilitycontinuous learning

Certifications

H.S. DiplomaBachelor's Degree