Commercial Lines Engagement Center Team Lead

Job overview

The Commercial Lines Engagement Center Team Lead role is onsite in Jacksonville, FL; compensation is not specified. Brightway supports insurance agency owners with back-office services, marketing resources, and learning and development. The Team Lead guides daily customer-service operations, monitors performance and quality, coaches representatives, and improves workflows and automation. The role helps the Engagement Center deliver timely, accurate insurance-related service and resolve customer and franchisee issues.

What you'll do

• Lead daily customer-service staff operations
• monitor queues, dashboards, work inventory, service levels, quality, and productivity
• coach and provide feedback
• review calls and interactions
• escalate systemic quality issues
• identify and implement process and automation improvements with Technology
• develop staff
• report team performance to leadership
• maintain records and administer HR policies.

What we're looking for

Skills & competencies

commercial lines

engagement center

team lead

jacksonville fl

brightway insurance

customer service

insurance operations

contact center

team coaching

quality assurance

automation

insurance license

Work arrangement

• Weekend coverage required

Why this role

Requires a bachelor’s degree or equivalent professional experience, 4–6 years in customer service, insurance operations, or contact centers including leadership, and an active 20-44 or 220 insurance license. Three years of commercial insurance experience preferred.

About the employer

Brightway Insurance is hiring for this role. Industry: Insurance Agencies and Brokerages. Sector: 52.