AMBA is seeking candidates for the following position based in our new Urbandale, Iowa office: Contact Center Team Lead. This role will present you with an opportunity to grow as a leader in a key function for the Association Life & Health Contact Center team.

What can you expect?

• You will help in supporting and developing other contact center representatives
• You will serve as a first point of contact for escalated calls and questions
• You will be doing meaningful, challenging work, and can look forward to a career with opportunities to learn, grow, and advance
• You will work with a leadership team that will be dedicated to supporting their teams and driving results, while working in a fast-paced environment

We will count on you to:

• Provide support for questions and/or escalations to difficult and/or highly important customer inquiries regarding products and services the company offers
• Ensure all communications and transactions with the call center or chat team are properly documented; delegate work to colleagues as necessary
• Perform advanced research methods as needed to respond to difficult customer inquiries, and respond formally to correspondence, either verbally or in writing, in cases where the available reference material is insufficient to respond to the customer
• Request additional/missing information from the customer via letter, chat, or telephone call to answer customer inquiries
• Monitor the documentation of client issues and addresses more complicated issues that have been escalated
• Provide written and verbal feedback to colleagues in a professional manner
• Assist with performance coaching and development of team members
• Maintain awareness of service levels by monitoring applications to ensure contact center and chat representatives are managing schedule adherence
• Provide added phone or chat support if volumes dictate and when on phone or chat support it is expected that all policies and procedures are followed from a Quality Assurance perspective
• Assist with team huddles when needed to keep the team informed of changes and/or updates, share team performance/trends, as well as recognition opportunities within the team/department
• Maintain professionalism and remain positive, even in times of high stress
• Partner with leadership team on projects and initiatives aimed at driving customer satisfaction and improving the customer experience
• Additional off phone or chat support tasks as assigned by leadership

Requirements:

• HS Diploma or equivalent
• 1 year experience in a team lead or supervisor capacity
• 1 year experience mentoring or coaching team members
• Intermediate proficiency with Microsoft Office products, such as Outlook, OneNote, Word, Excel, and PowerPoint
• Strong communication, both written and verbal
• Ability to manage high volume of questions and escalation support
• Ability to identify and solve problems as they arise
• Ability to be flexible in supporting business needs as they arise
• Experience or knowledge with Life and/or Health insurance
• Ability to manage competing priorities

Other Details of the Job

Location options: Urbandale, IA

Schedule: 8-hour shifts Monday to Friday

Training period: 5/20/24 - 6/14/24

AMBA is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. We value diversity and the skills, knowledge and experience that difference brings to our culture, attracting top talent with shared values and forming the foundation for a great place to work.