Call Center Team Leader, Insurance (Pacific Standard Time)

The role of a Group Benefits Service Team Leader is to effectively lead and manage their team to ensure we meet our commitments to customers in an efficient manner, live our Guardian Values, and demonstrate the proficiencies and behaviors of our Success Factors.It is intended that the Team Leader enables their respective team to contribute to the achievement of customer and financial goals within the National Service Center by driving service excellence through providing support to our customers how, when and where they prefer, through continuous improvement of operational processes and maintaining all compliance and security requirements.To meet business needs, it is expected the qualified candidate be available to work business hours within the Pacific Standard Time (PST).You will

Build a high performing culture / team through daily mentorship, feedback and providing focused development with each team member.

Successfully implement and handle resources against business goals to ensure that commitments and performance metrics are achieved.

Proactively analyze root-cause issues that generate inconsistencies in practices/processes/contact care drive increase costs, generate re-work, or adversely impact the end product. Bring solutions to improve the efficiency of the team/department.

Collaborate with leaders across different departments to find opportunities for improving the end-to-end process and enhancing the customer experience.

Serve as a key relationship liaison with the field to address and resolve customer issues.

Participate/Lead cross-functional projects for customer experience as assigned while honoring daily responsibilities to be available for the team.

Proactively connect with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business.

Be a continuous learner shown through engaging in their own development, embracing organizational change and continuous improvement.

Will often lead 12-20 direct team members.

Success Factors:

Develops and encourages Team Members through effective coaching to bring out the best in each person and optimal business results.

Builds a culture of diverse thought and innovation where employees feel empowered to share and help effect change that will benefit our customers’ service experience.

Expresses oneself in an open and honest manner, demonstrates self-awareness & encourages feedback to continue becoming an outstanding leader.

Effectively Leads Team Members through Change so our team members understand the why behind the changes and eventually accept, embrace, and drive change.

Continuously strives to provide superior products and customer service that will help drive persistency, advocacy, and enrichment.

You have

College degree or equivalent professional work experience.

3+ years of insurance, contact center, and/or progressive leadership / management of people experience preferred.

Collaborative leadership.

Influential communication skills in highly cross-functional role.

Strong Microsoft Word, Excel, PowerPoint skills.

LocationThis is a flexible position with preference given to candidates within commuting proximity to a Guardian office. Will consider remote candidates if experience is aligned and ability to travel to Guardian offices as determined by the People LeaderSalary Range$66,130.00 - $108,640.00The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.Our PromiseAt Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.Inspire Well-BeingAs part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.Health Care

Choice of [high deductible/copay] medical plans with prescription drugs, including coverage for fertility and transgender inclusive benefits

Dental plan

Vision plan

Health care accounts – flexible spending, health reimbursement, and health savings accounts

Critical illness insurance

Life and Disability Insurance

Company-paid Life and Disability insurance plus voluntary supplemental coverage

Accident insurance

Retirement and Financial

401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable

Complimentary 1:1 financial guidance with a licensed Fidelity representative

Time Off and Remote Work

Flexible work arrangements (part in-person/part remote)

Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement

Personal holidays for colleagues to use in recognition of religious, cultural, or civic days

Paid parental leave and paid family and medical leave policies

Emotional Well-being and Work-Life

Emotional well-being, mental health, and work/life resources powered by Spring Health

Wellness programs, including fitness program and equipment reimbursement

Child, adult, and elder back-up care support through Bright Horizons

Adoption assistance

College planning

Tuition reimbursement

Student loan assistance

Commuter benefits in select metropolitan areas

Equity & InclusionOpportunities to build inclusive and meaningful connections through involvement in colleague-led affinity groups:

Employee Resource Groups:

Colleague Connection Committees

Community Involvement Committees

A culture that encourages colleagues to bring their authentic selves to work

Voluntary self-ID

Pronunciation and phonetic spelling of names

Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.Equal Employment OpportunityGuardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.AccommodationsGuardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicantaccommodation@glic.com .Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being — mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at guardianlife.com .