Lendsvcs-Customer Care Ops Ng-Assoc Tl I

Job Summary:The Customer Care Associate Team Lead l is responsible for overseeing performance of Customer Care team by supervising call center operations, resolving escalated issues, reporting to management and coaching and guiding team members to support achievement of department quality and productivity standardsSupervisory Responsibilities:This job does have supervisory dutiesKey Responsibilities:- Communicates organizational policies and best practices, setting performance goals, monitoring calls and providing constructive feedback- Develops and mentors team leads by providing advice and direction- Manages resolution of system and technology errors- Contributes to continuous improvement initiatives by communicating with key stakeholders and participating in projects- Guides resolution of escalated calls- Supports implementation of process and technology changes by gathering training resources, coordinating training programs and distributing project information- Updates key stakeholders on department production and performance by communicating with clients and managers as appropriate to regularly share pertinent information- Encourages collaboration with other departments and provides feedback to achieve high productivity and meet service level expectationsPreferred Qualifications:Education and Experience- Bachelor's Degree or equivalent experience- 2 or more years of related experienceCertificates, Licenses, Registrations- NoneFunctional Skills- Ability to motivate, develop and direct people as they work- Advanced working knowledge of systems of record and processes and procedures utilized in area of responsibility- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)- Ability to motivate, develop and direct people as they work- Excellent interpersonal skills- Effective organization and time management skills- Ability to facilitate discussions and manage and resolve conflict- Ability to effectively communicate both verbal and writtenIntegon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.