Contact Center Operations Lead

Contact Center Operations Lead

The core focus of the Contact Center Operations Lead is to provide support for CEC teammates and leadership. The Contact Center Operations Lead is highly active throughout the day assisting teammates with questions as they come up during their calls. The Contact Center Operations Lead is expected to be proactive and thoughtful in a way that improves process and efficiency. The objective of the Contact Center Operations Lead role is to develop future leadership for the organization (this is not a people leading role).

Specific Duties and Responsibilities

• Coaches, mentors, and provides regular timely feedback to CEC teammates at all levels
• Actively handles escalations from the CEC floor and those referred by management
• Supports the CEC leadership team by articulating/translating CIG vision in a way that inspires others
• Works on special projects and key initiatives as assigned
• Identifies training opportunities for the floor and works with leaders and training to address
• Prepares and delivers huddle updates and other ad-hoc training materials/classes
• Builds cross-functional relationships that improve process and efficiency

Requirements

• Highly reliable, responsive, and attentive
• Will work in the office and at home as needed
• Always present and ready to help teammates
• Independent problem solver
• Olympic level soft skills and ability to deescalate
• Subject matter expertise in Life and Annuity
• Teach first mindset
• Team first attitude/Role Model
• Ability to flex schedule to meet the needs of the CEC

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.