Customer Care Team Leader - Lake Mary, FL - Hybrid

Customer Care Team Leader - CE08AEWe’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future. Join the P&C Customer Care Leadership Team! If you are passionate about coaching and developing staff, helping customers when they need us the most, driving strong business results, and creating strong partnerships across Claims and Operations then this front-line leadership position may be for you! The CCT Team Leader will lead a team of 12-15 call center representatives.This role will have a Hybrid work arrangement, with the expectation of working in the Lake Mary, FL office 3 days a week (Tuesday through Thursday).Start Date: April 22, 2024Work schedule: Monday – Friday 8:30AM-5:00PM ESTHoliday Work Schedule: Flexibility to potentially work holidays during and outside your normal shiftRESPONSIBILITIES:

Oversee and manage the day-to-day operations of 15 Customer Service Representatives

Collect and analyze data to identify behaviors and create coaching plans to reduce variation for improved outcomes and goal achievement

Effectively coach, develop, and empower teammates with skills needed to deliver high-quality, low-effort customer experiences

Understand end-to-end customer experience, encouraging innovative idea generation & surface improvement opportunities

Lead inclusively, role modeling behaviors which underscore our organizational values

Openly support the development and advancement of talent

Use sound judgement, critical thinking, and decision-making skills to interpret and administer policies to resolve employee and customer problems

Act as change champion by developing change management plans and driving support for key business initiatives, e.g. digital adoption, customer retention, employee hiring & retention

Build and maintain a high engagement and enablement culture creating an environment of trust and a sense of belonging for your team, our customers, and the broader organization

QUALIFICATIONS:

Bachelor's degree preferred or equivalent work experience

Time/organization management is key to effectively manage leader standard work

Ability to objectively analyze and evaluate matters to arrive at the best business outcome

Works well under pressure and within tight timelines. Understands the urgency required of the department, manages own work, and helps prioritize the work of others

Strong business acumen, analytical and decision-making skills

Demonstrated leadership potential; ability to manage and influence others. Able to motivate and participate within a group to support organizational change

Ability to build and foster a high-performance team environment

Excellent customer service and effective communication skills

Ability to adapt and lead others through change

Consistent high level of performance and achievement over career

Internet Connectivity Requirements: we require that (1) high speed broadband internet service (we do not support DSL, wireless, Wi-Fi, Hotspots, Fiber without a modem and Satellite). (2) Internet provider supplied modem/router/gateway must be hardwired to The Hartford issued computer with an ethernet cable (no Wi-Fi) (3) minimum 10 upload/100 download speeds are required. To confirm whether your Internet system has sufficient speeds, please visit Zscaler Speed Test (http://speedtest.zscaler.com/perf) and share your speed test results.

CompensationThe listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:$69,000 - $104,000Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age About Us (https://www.thehartford.com/about-us) | Culture & Employee Insights (https://www.thehartford.com/careers/employee-stories) | Diversity, Equity and Inclusion (https://www.thehartford.com/about-us/corporate-diversity) | Benefits (https://www.thehartford.com/careers/benefits) Human achievement is at the heart of what we do.We believe that with the right encouragement and support, people are capable of achieving amazing things.We put our belief into action by ensuring individuals and businesses are well protected, and by going even further – making an impact in ways that go beyond an insurance policy.Nearly 19,000 employees use their unique talents in careers that span a variety of disciplines – from developing the latest technology to creating and promoting our products to evaluating future financial risks.We’re also committed to programs that drive education and support volunteerism, which put human beings first. We do it because it’s the right thing to do, and because when our customers, communities and employees succeed, we all do.About Us (https://www.thehartford.com/about-us) Culture & Employee Insights Diversity, Equity and Inclusion (https://www.thehartford.com/about-us/corporate-diversity) Benefits Legal Notice (https://www.thehartford.com/legal-notice) Accessibility StatementProducer Compensation (https://www.thehartford.com/producer-compensation) EEO Privacy Policy (https://www.thehartford.com/online-privacy-policy) California Privacy PolicyYour California Privacy Choices (https://www.thehartford.com/data-privacy-opt-out-form) International Privacy PolicyCanadian Privacy Policy (https://www.thehartford.com/canadian-privacy-policy)