Aig
Broker Services Team Leader
GA-Atlanta
Sponsorship not specifiedDetected 9 days ago
SalesforcePerformance ManagementCustomer SupportLeadershipCommunicationCollaborationProblem SolvingTime ManagementMentoringMicrosoft OfficeUnderwriting
About the role
- This role is responsible for driving operational excellence, ensuring service level and quality objectives are met, fostering employee development, and promoting a culture of accountability, collaboration, and continuous improvement.
- The Team Leader serves as a key liaison between frontline staff and leadership while supporting strategic initiatives, process enhancements, and cross-functional partnerships that improve the overall broker experience.
Responsibilities
- Lead, coach, mentor, and develop a team of Broker Services Representatives through regular coaching sessions, performance feedback, and career development.
- Provide guidance and support in resolving complex broker inquiries and customer escalations.
- Collaborate with Quality, Training, Technology, Claims, Underwriting, Distribution, and other business partners to support operational initiatives and process improvements.
- Support implementation of new business initiatives, system enhancements, and organizational changes.
- Promote a customer-focused culture while delivering exceptional service to brokers and internal partners.
Requirements
- Previous leadership, supervisory, or demonstrated leadership experience in a customer service, contact center, insurance, or operations environment.
- Proficiency with Microsoft Office applications.
- Strong coaching, mentoring, and employee development skills.
- Excellent written, verbal, and interpersonal communication skills.
- Strong analytical and problem-solving abilities with experience using performance metrics to drive results.
- Ability to effectively manage multiple priorities in a fast-paced environment.
- Strong organizational and time management skills.
Nice to have
- Experience in the commercial insurance industry.
- Experience using contact center technologies such as Genesys Cloud, Salesforce, Brightmetrics, Workforce Management tools, or similar platforms.
- Experience leading teams in a multi-channel environment supporting phone, email, chat, and digital service channels.
- At AIG, our people are our greatest asset.
- We know how important it is to protect and invest in what's most important to you.
- Reimagining insurance to make a bigger difference to the world
- American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions
- Welcome to a culture of inclusion
Benefits
- Partner with Workforce Management to ensure appropriate staffing, schedule adherence, and operational coverage.
Company info
- Leader serves as a key liaison between frontline staff and leadership while supporting strategic initiatives, process enhancements, and cross-functional partnerships that improve the overall broker experience.
- Primary responsibilities:
- Monitor daily operations to ensure achievement of service level, quality, productivity, and customer experience goals.
- Assist with performance reviews, attendance management, coaching, and corrective action when appropriate.
- Review operational reports and performance metrics to identify trends, opportunities, and action plans for continuous improvement.
- Ensure compliance with company policies, regulatory requirements, and operational procedures.
- Foster an inclusive, collaborative, and high-performing team environment that encourages employee engagement and accountability.
- Participate in interviewing, onboarding, and training new employees.
This listing is sourced directly from Aig's careers page and normalized into a canonical job model.