Customer Service Team Lead - Integon

Integon is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. It's how we've become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more.

Job Description
The Customer Service Team Lead plays a key role in supporting front-line employees and ensuring exceptional customer experiences. This position is responsible for monitoring performance, providing coaching and feedback, and driving continuous improvement to meet and exceed company goals. The ideal candidate demonstrates strong leadership, organization, and communication skills, with a focus on developing their team and optimizing service operations.

Key Responsibilities

• Lead and support front-line employees by providing clear direction, coordinating daily activities, monitoring performance, and implementing action plans to achieve department objectives.
• Observe day-to-day employee and customer interactions, offering constructive coaching and feedback to enhance service quality and productivity.
• Build and maintain strong working relationships across operational, support, and cross-functional teams.
• Analyze performance data and prepare reports to identify trends, measure progress, and present findings to management.
• Recommend and implement new or improved processes to enhance efficiency, quality, and cost-effectiveness.
• Identify skill gaps and development opportunities, supporting employee growth through ongoing training, mentoring, and performance feedback.
• Continuously develop knowledge of business operations and the insurance industry to improve decision-making and team performance.
• Participate in ongoing training to strengthen leadership, communication, and technical skills.

• Proven ability to lead, motivate, and coach team members in a customer service environment.
• Strong time management, organizational, and planning skills with the ability to manage multiple priorities effectively.
• Excellent verbal and written communication skills; able to deliver feedback in a clear and supportive manner.
• Adaptability and problem-solving skills in a fast-paced, dynamic work environment.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Demonstrated ability to analyze data and make informed decisions to improve team outcomes.
• Experience in customer service or call center operations preferred.