Contact Center Team Lead

COMPANY OVERVIEW

Global Atlantic Financial Group is a leader in the U.S. life insurance and annuity industry, serving the needs of individuals and institutions.

Global Atlantic is a wholly-owned subsidiary of KKR, a leading global investment firm that offers alternative asset management across multiple strategies and capital markets solutions.

We are looking for a diverse team of talented individuals who reinforce our culture of collaboration and innovation. We are dedicated to the career development of our people because we know they are critical to our long-term success.

Join our team and come grow with us.

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POSITION OVERVIEW

The job of a Team Leader within the Call Center is a highly focused position meant to assist front-line call center representatives with coaching, development, and job knowledge while also caring for service levels to ensure customer needs are met.

The end goal is to develop our people so they can serve our customers well by efficiently delivering consistent high standards, through available, professional, trained and friendly client care advocates.

This position will be located in our Hartford, CT office and will be in-office on a hybrid work structure.

RESPONSIBILITIES

Ensures All Performance Standards are Met

• Works with peers and leaders to improve the contact center through coaching and development of our people
• Understand our systems and platforms to teach client care advocates on how to locate information and perform their duties with greater efficiency
• Balance resources, people, systems, and equipment to meet quality and responsiveness measures. Demonstrates ability to manage conflicting priorities

Lead by example and be a Team Player

• Actively supports team efforts
• Cooperates and works well with others in the pursuit of team goals
• Builds group cohesiveness by emphasizing team objectives and reinforcing cooperation
• Creates strong morale on the team and across the contact center
• Brings a feeling of participation and belonging to the team

Ensures Successful Customer Outcomes

• Investigate and rectify customer issues in a timely manner; escalate and communicate as appropriate and as needed
• Develop new methods and procedures, in cooperation with management, to improve the Company’s delivery of customer service
• Actively work to resolve root cause problems, particularly those problems that are directly related to operations of the call center
• Enforces and maintains standard operating procedures for team processes

Analysis / Reporting

• Manage the analysis of reports and metrics that monitor the incoming calls. Monitor the quality and level of service provided against established standards
• Research, analyze, propose, and implement enhancements that will improve workflow and customer service

Other Key Responsibilities

• Provide feedback to management regarding issues / initiatives that impact the customer
• Collaborate with other departments regarding cross-functional efforts, and enhancements
• Work closely with direct manager to identify, prioritize, and manage projects as they relate to the customer service center and company strategy
• Ability to interface with internal and external customers
• Flexibility to take incoming calls as needed during peak calls times and provide back up support to contact center
• Other responsibilities may be assigned

QUALIFICATIONS

• Demonstrated leadership skills
• Prior contact center experience preferred
• Bachelor's degree
• 3+ years in an inbound / outbound customer focused call center
• Superior written and verbal communication skills
• This role is not eligible for visa sponsorship now or in the future.

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Various jurisdictions have passed pay transparency laws that require companies provide salary ranges for any positions for which they are accepting applications.

Global Atlantic has offices in Atlanta, Batesville, Bermuda, Boston, Des Moines, Hartford, Indianapolis, and New York City.

The base salary range posted below is inclusive of the lowest cost of living geography to the highest in which we have a Global Atlantic office.

Global Atlantic’s base salary range is determined through an analysis of similar positions in the external labor market. Base pay is just one component of Global Atlantic’s total compensation package for employees and at times we hire outside the boundaries of the salary range.

Other rewards may include annual cash bonuses, long-term incentives (equity), generous benefits (including immediate vesting on employee contributions to a 401(k), as well as a company match on your contributions), and sales incentives.

Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and / or skill level and will be finalized at the time of offer.

Compensation for our more senior positions have a larger component of short-term cash bonus and long-term incentives.

The base salary range for this role is$44,000 $84,000 USD

Global Atlantic reserves the right to modify the qualifications and requirements for this position to accommodate business needs and regulatory changes.

Future adjustments may include obtaining specific licenses or certifications to comply with operational needs and conform to applicable industry-specific regulatory requirements, state and federal laws.

TOTAL REWARDS STATEMENT

Global Atlantic’s total rewards package is reflective of our corporate values, particularly diversity, excellence and innovation, with a focus on inclusion, pay equity, and flexibility.

We are proud to support your personal and professional growth and well-being through programs such as educational assistance, virtual physical therapy, remote / onsite fitness reimbursement, a medical second opinion program, pet insurance, military leave, parental leave, adoption assistance, fertility and family planning coverage.

We strive to foster a culture of total well-being through community outreach and charitable giving programs.

We are active in our communities-

• New York : StreetWise Partners, Covenant House, Partnership for New York City, City Meals on Wheels, Habitat for Humanity, Billion Oyster Project
• Boston : Cradles to Crayons, Boston’s Healthcare for the Homeless, Thompson Island Outward Bound, Rosie’s Place, Catie’s Closet, Project Bread, Rise Against Hunger, Space to Thrive
• Hartford : Junior Achievement, Habitat for Humanity, Oliver’s Pajama, United Way
• Indianapolis : Elevate Indianapolis, Gleaners Food Bank and the Juvenile Diabetes Research Foundation
• Batesville : So Loved Ripley County Foster Closet, Safe Passage Family Shelter, YES Home Juvenile Rehabilitation, Ripley County Community Foundation
• Des Moines : United Way of Central Iowa, Meals from the Heartland, Junior Achievement, Math Motivators, Bidwell Riverside, Orchard Place, Knock and Drop
• Berwyn / Wayne : Habitat for Humanity, Chester County Food Bank, Surrey Services, For Pete’s Sake Respite
• Bermuda : Keep Bermuda Beautiful, Center Against Abuse, Trunk Island Nature Reserve, Bermuda Economic Development Corporation

Social platforms provide an environment to collaborate with others and participate in friendly competitions towards achieving physical, emotional and financial well-being.

Our highly competitive health, retirement, life and disability plans can be tailored to best suit your needs and those of your whole family.

Global Atlantic is committed to creating an inclusive environment where everyone can meaningfully contribute to our success.

We are proud to be an equal opportunity employer and we do not discriminate in employment on any basis that is prohibited by federal, state or local laws.

More than that, we strive to be inclusive of all backgrounds and experiences, which we feel gives us a competitive advantage in the market and within our firm.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

Employees who require an accommodation to perform the essential functions of their job will participate in an interactive process which may include providing documentation.

If you are hired and require an accommodation for any protected status, please email .

Please click on the links below to learn more about Global Atlantic.

Our employees are in the office 4 or 5 days a week in Hudson Yards, NY and 3 days a week in all other offices. If you have questions on this policy or the application process, please contact .