Team Leader, Customer ServiceSt. Petersburg, FL

About Specialty Program Group:

Our goal is to partner with industry-leading specialty businesses to provide them with the ability to achieve their goals and optimize their businesses. Specialty Program Group offers access to capital and investment, deep carrier relationships, creative thinking, product development and broad distribution, while allowing our businesses to maintain the essence of what makes them successful. Specialty Program Group delivers leading-edge specialty expertise backed by transformative digital capabilities and sophisticated data and analytics.

About Squaremouth:

Squaremouth was launched in 2003 with the core goals of becoming the best workplace for its employees and the best place for customers to buy travel insurance. In 2014, we utilized our travel insurance expertise to develop and launch Tin Leg, a travel insurance brand with policies designed to address our customer’s most common and pressing travel concerns. Tin Leg quickly became one of the most popular travel insurance providers on squaremouth.com and continues to offer some of the most comprehensive products in the travel insurance market.

We’ve grown from a small team to a company of over 50 employees, gaining national and international recognition along the way as one of the best customer service teams and best places to work. Widely recognized for our company culture, we are proud of most recently being named one of the Best Workplaces in America in 2023 by Inc. Magazine!

Continuing to strive toward its goal of being one of the most innovative companies in the field, Squaremouth was acquired in April 2023 by Specialty Program Group (SPG), a leading operator of specialty insurance brokerages and underwriting facilities. Today, Squaremouth.com, and its multi-award winning customer service team, has helped over 3 million travelers save time and money to find the best travel insurance policy for their trip.

Job Summary

Our company is a leading provider of travel insurance solutions, committed to ensuring that travelers have peace of mind while exploring the world. We offer a range of comprehensive travel insurance policies designed to meet the diverse needs of our customers.

We are seeking a Remote Call Center Team Leader to join our team and assist consumers in choosing the right travel insurance policies. As a Call Center Team Leader, you will be responsible for providing exceptional customer service, mentoring/coaching team members, and leading a team to meet company goals for assisting consumers to get the best insurance coverage for their travel plans. This is a remote position that requires excellent communication skills, attention to detail, and a passion for helping people.

Team Leader Responsibilities:

  • Lead, motivate, and guide team members to achieve individual and collective goals.

  • Foster a collaborative and supportive team environment.

  • Conduct regular team meetings to communicate updates, objectives, and strategies.

  • Provide mentorship, coaching, and constructive feedback to team members.

  • Manage weekly check-ins with team members.

  • Creating a pleasant working environment that inspires the team.

  • Responsible for addressing complaints and escalated calls

  • Collaborate with other team leads and managers to identify opportunities for process improvement.

  • Maintain accurate records of call center performance and report regularly to management on key metrics.

  • Responsible for managing the team’s schedule

  • Identify training needs and facilitate skill development among team members.

  • Communicate with upper management regarding team achievements, challenges, and goals.

  • Serve as a liaison between team members and management to convey feedback and information.

Team Leader Requirements:

  • Proven experience as a Customer Service Coach or Team Leader

  • Excellent communication skills, both verbal and written.

  • Proven confidence and product knowledge as a Customer Service Representative.

  • Strong organizational skills to give the team direction.

  • Attention to detail.

  • Ability to multi-task including monitoring the queue, chat, emails and Slack channels.

  • Ability to analyze data, identify trends, and make data-driven decisions to improve team performance.

  • Demonstrated ability to motivate and inspire team members towards achieving objectives.

  • Flexibility to adapt to changing priorities and a fast-paced work environment.

Working Schedule

Schedule will be 4 week days and will include one weekend day. Your schedule will be based on the business needs for the Team Lead group.

Disclosure required under applicable state or municipality regulations: The expected salary range for this position is $20-$21 an hour and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits, and eligible bonuses, equity and commissions for some positions.

#SPG

Department Account Management & Service

Required Experience: 2-5 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here athttp://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.

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Hi, we’re HUB.

In a rapidly changing world, we advise businesses and individuals on how to prepare for the unexpected.

When you partner with us, you're at the center of a vast network of experts who will help you reach your goals through risk services, claims management, and compliance support.

And this gives you the peace of mind that what matters most to you will be protected — through unrelenting advocacy and tailored insurance solutions that put you in control.

About HUB International

Headquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services. From offices located throughout North America, HUB’s vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit hubinternational.com.