Contact Center Support Lead

Join Gerber Life Insurance Company — Somewhere You Want to Be

Gerber Life Insurance Company, a member company of Western & Southern Financial Group (Western & Southern), is committed to helping families protect what matters most. With career opportunities in Fremont, MI, and White Plains, NY, and select roles in Cincinnati, OH, Gerber Life Insurance Company offers associates the opportunity to contribute to meaningful work while building rewarding careers.

We’re Hiring: Contact Center Quality Consultant | Fremont, MI

Ready to take your customer service experience to the next level and help others succeed?

Gerber Life Insurance is looking for a Contact Center Support Lead to support the coaching, development, and performance of new and existing Contact Center agents. This role is a great opportunity for someone who enjoys coaching others, analyzing performance, delivering feedback, and helping teams achieve results in a fast-paced life insurance call center environment.

• Full-Time | Onsite – Fremont, Michigan
• Life Insurance Contact Center
• Coaching | Quality | Training | Agent Development

Location & Licensing Requirements

This is a full-time, onsite position at our Fremont, MI office. Candidates must be able to work onsite as required for the role.

Candidates must either already hold an active Life, Accident & Health Insurance license or successfully obtain the required Michigan license within 45 days of hire.

Not licensed yet? Gerber Life will support you through our licensing process, including a self-study licensing course and covered licensing exam, to help you meet this requirement.

What You’ll Do: A Day in the Life of a Contact Center Support Lead

What You'll Do

• Partner with Contact Center leaders to coach, train, develop, and motivate agents
• Monitor calls and performance trends to identify opportunities for improvement
• Provide quality feedback, impromptu coaching, and update training
• Help drive Contact Center performance across customer service, sales, quality, and adherence
• Support teams and agents when their direct supervisor is unavailable
• Prepare and communicate performance reporting, trends, and observations to leadership
• Assist with Contact Center incentives designed to strengthen service and sales performance
• Handle escalated and sensitive customer situations with professionalism
• Collaborate across departments and with multiple levels of leadership

Your Qualifications, Skills and Experience

• 3 years of customer service experience
• Experience coaching, motivating, or developing others
• Associate’s degree or equivalent work experience
• Strong communication skills and the ability to provide effective, constructive feedback
• Experience with Microsoft Excel, Word, and PowerPoint
• Call center and/or insurance industry experience is a plus
• Life, Accident & Health Insurance license—or the ability to obtain the required Michigan license within 45 days of hire

If you're a strong customer service professional who enjoys helping others grow, improving performance, and creating better customer experience, this could be a great next step in your career.

Why Work for Us

We know people do their best work when they feel valued and are supported. That’s why we offer a comprehensive benefits package designed to help you succeed both at work and at home, including:

• Paid time off increasing with tenure.
• Tuition reimbursement and individualized career development plans.
• Medical, dental, vision, and life insurance.
• 401(k) savings plan with pension options.
• Parental leave and maternity leave.

Western & Southern is a Fortune 500® company recognized as one of America’s Best Midsize Employers by Forbes1. Our family of companies has received awards and recognitions for being a top workplace, including gold badges in Growth and Early Career from Where You Work Matters, reflecting a focus on creating opportunities for career development and advancement. We are dedicated to creating opportunities for our associates to grow and succeed.

We also recognize that talent comes from many different backgrounds and experiences. If you're excited about this opportunity but don't meet every qualification, we encourage you to apply.

Our Culture

Gerber Life Insurance Company and Western & Southern share a culture driven by integrity, top-notch performance, teamwork and collaboration. We’re committed to hiring and developing professionals who strive for excellence, demonstrate strong ethics and make fact-based decisions. Our associates are empowered to chase their career dreams while being supported every step of the way.

Gerber Life Insurance Company is not just a place to work — it’s somewhere to grow, lead, win and make a difference in your career and community.

From Fortune ©2026 Fortune Media IP Limited.All rights reserved. Used under license. Fortune and Fortune 500 are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine and Fortune Media (USA) Corporation are not affiliated with, and do not endorse products or services of, Western & Southern Financial Group.

Gerber Life Insurance is a trademark. Used under license from Société des Produits Nestlé S.A. and Gerber Products Company.

1 https://www.forbes.com/lists/best-midsize-employers/