Contact Center Team Leader, Financial Protection & Retirement Solutions - The Guardian Life Insurance Co. of America - Pittsfield

What It is Like to Work for Guardian 

As a Contact Center Team Leader supporting our Financial Protection & Retirement Solutions (FPRS) group, you will be at the heart of our Contact Center’s day to day operations.  You will have the opportunity to lead, manage, coach, develop, and motivate an award-winning team of frontline colleagues to meet our commitments to customers while living our Guardian Values. You will demonstrate leadership competencies and behaviors needed to influence change and accelerate impact through a consumer centric, growth mindset.   

The role of a Contact Center Team Leader is instrumental in exceeding customer service expectations, and achieving individual, team, and organizational performance goals.  Your contributions will be critical in driving colleagues to reach the highest level of service excellence, colleague engagement, continuous improvement of operational processes and self-service offerings, while adhering to compliance and security requirements.   

You will:  

• Lead day-to-day business operations and achieve optimal service results, serving as primary point of contact for colleagues, critical business partners and customer escalations 

• Oversee and inspire a high performing team through daily coaching, delivery of training to new and seasoned colleagues, call/contact listening, providing tailored development feedback to each team member, and driving colleague engagement 

• Effectively execute and manage budgeted resources against business goals to ensure that commitments and key performance metrics are achieved 

• Proactively monitor schedule adherence and behaviors to ensure team members are in the right place, at the right time, to effectively serve our customers 

• Proactively analyze root-cause issues that generate escalations, unnecessary customer effort, or multiple contacts on same service issue, adversely impacting the overall customer experience 

• Provide thoughtful responses to customer experience feedback, assisting with service recovery and/or implementing business improvements to drive persistency and service excellence 

• Proactively identify and communicate with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business 

• Effectively lead and/or collaborate on department projects and ongoing recruitment strategy 

• Manage annual performance review process, helping leadership team to set annual objectives/goals and key result thresholds 

• Partner on new program initiatives and rollouts, with an emphasis on digital advancements, automation, operational efficiency, and service excellence 

• Create a culture of diversity and innovation where colleagues feel safe and empowered to share their thoughts/ideas; effect change that will benefit team and enhance service experiences 

You have:  

• BA/BS degree preferred, or equivalent work experience 

• Three plus years of insurance, or other financial service industry experience, preferred 

• Excellent leadership, analytical, verbal & written communication skills, and emotional intelligence 

• Exceptional level of accountability, discretion, and independent decision making 

• Ability to create effective relationships with senior leaders, peers, colleagues, and partners and be recognized as a trusted subject matter expert and resource  

• Ability to effectively prioritize tasks, take initiative and problem-solve 

• Excellent time management and organizational skills 

• Experience analyzing business area quality and productivity standards 

• Strong ability to simultaneously manage multiple business processes or functions 

• Proficiency in Microsoft products (Word, Excel, Powerpoint, OneNote) 

Location: 

• Primary office location - Bethlehem, PA or Pittsfield, MA 

• Hybrid work arrangement - expectation of at least 3 days in the office

• Occasional travel to meet business needs