Contact Center Team Leader, FPRS (Hybrid)

What   It is   Like to Work for Guardian   As   a   Contact Center   Team Leader supporting our Financial Protection & Retirement Solutions (FPRS) group, you will be at the heart of our Contact   Center’s   d ay   to day operations .    You will have the opportunity to lead, manage, coach, develop, and motivate an award-winning team of frontline colleagues to meet our commitments to customers while   living   our Guardian Values. You will   demonstrate   leadership competencies and behaviors needed to influence change and accelerate impact through a consumer centric, growth mindset .       The role of a Contact Center Team Leader is   instrumental   in exceeding customer service expectations, and achieving individual, team, and organizational performance goals .    Your contributions will be critical in driving colleagues to reach the highest level of service excellence,   colleague   engagement, continuous improvement of operational processes and self-service offerings, while adhering to compliance and security requirements .         You will:    Lead day-to-day business operations and achieve   optimal   service   results ,   s erv ing   as primary point of contact for colleagues, critical business   partners   and customer escalations   Oversee and inspire a high performing team through daily coaching,   deliver y   of   training   to new and seasoned colleagues , call/contact listening , provid ing   tailored development feedback to each team member, and   driv ing   colleague   engagement   Effectively execute and manage budgeted resources against business goals to ensure that commitments and key performance metrics are achieved   Proactively   monitor   schedule adherence and behaviors to ensure team members are in the right place, at the right time, to effectively serve our customers   Proactively analyze root-cause issues that generate escalations, unnecessary customer effort, or multiple contacts on same service issue,   adversely impacting   the overall customer experience   Provide thoughtful responses to customer experience feedback,   assisting   with service recovery and/or implementing business improvements to drive   persistency   and service excellence   Proactively   identify   and communicate with senior leadership   regarding   business performance, adverse impact of decisions on customers and potential risks to the business   Effectively lead and/or collaborate on department projects and ongoing recruitment strategy   Manage annual performance review process, helping leadership team to set   annual   objectives /goals   and key result   thresholds   Partner   on new program initiatives and rollouts, with an emphasis on digital advancements, automation, operational efficiency, and service excellence   Create a culture of diversity and innovation where   colleagues   feel safe and empowered to share their thoughts/ideas;   effect   change that will   benefit   team   and   enhance service experiences     You have :     BA/BS degree preferred, or equivalent work experience   Three plus years of i nsurance ,   or other financial   service industry experience ,   preferred   Excellent leadership, analytical, verbal & written communication skills, and emotional intelligence   Exceptional level of accountability, discretion, and independent decision making   Ability to create effective relationships with senior leaders, peers, colleagues, and partners and be recognized as a trusted subject matter expert and resource    Ability to effectively prioritize tasks, take initiative   and   problem-solve   Excellent time management and organizational skills   Experience analyzing business area quality and productivity standards   Strong ability to simultaneously manage multiple business processes or functions   Proficiency   in Microsoft products (Word, Excel,   Powerpoint , OneNote)       Location:   P rimary office location   -   Bethlehem, PA or Pittsfield, MA   Hybrid work arrangement  - expectation of at least 3 days in the office O ccasional travel to meet business needs   Salary Range: $68,970.00 - $113,310.00 The 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 Promise At 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-Being As 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. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits .  Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits. Equal Employment Opportunity Guardian 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. Accommodations Guardian 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 MyHR@glic.com . Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site. Visa Sponsorship Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship. Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment   As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers ). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.   Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to MyHR@glic.com , making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via MyHR@glic.com .   Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here .  Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.