Customer Care Team Leader

The role of an Enterprise Customer Care Team Leader is to effectively lead and manage his/her direct team members to ensure we meet our commitments to customers in an efficient manner, live our Guardian Values, and demonstrate the competencies and behaviors of our Guardian Leadership Model.  

It is intended that the role of a Team Leader enables his/her respective team to contribute to the achievement of customer and financial goals within the Customer Response Unit 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.  The Team Leader enables these goals by spending 70% of his/her time creating a highly engaged team and culture by providing targeted and integrated coaching, specific and actionable feedback, and guidance on how the team member can own his or her professional and personal growth and development.

You will

• Create a high performing culture / team through daily coaching, feedback and providing focused development with each team member.
• Effectively execute and manage 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 effectiveness of the team/department. 
• Collaborate with leaders’ cross-functionally to identify opportunities to streamline the end-to-end process and enhance the customer experience. 
• Serve as a key relationship liaison with the field to address and resolve customer issues.
• Participate/Manage cross-functional projects for customer experience as assigned while honoring daily responsibilities to be available for direct team.
• Proactively communicate with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business.
• Be a continuous learner demonstrated through engaging in his/her own development, embracing and leading change management and continuous improvement.
• Will often lead 12-20 direct team members.
• Develops and Inspires Team Members through effective coaching to bring out the best in each person and optimal business results. 

• Creates 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 & embraces feedback so he or she can continue to become a best-in-class 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 persistence, advocacy, and enrichment.

You have

• Bachelor’s Degree in business preferred. 
• 3-5 years of insurance, contact center, and progressive leadership / management of people experience preferred.
• Collaborative leadership and client relationship management preferred.
• Trained in CEB Coaching Framework Preferred
• Trained in Managing Business Course Preferred
• Completion of Fierce Feedback and Unconscious Bias Workshops Preferred
• SAFE/Agile Training Preferred
• Lean Six Sigma Training Preferred
• Bachelor’s Degree Preferred
• Influential communication skills in highly cross-functional role
• Strong Microsoft Word, Excel, PowerPoint skills
• Over 12 months of CARE's team knowledge.
• Awareness of the Adjustment teams workflows
• You must have knowledge in the follow products: Dental, Supplemental Health and all Absence coverages.
• You must have a clear understanding of all systems: LeavePro, OSC, Pano, Dental Network Administration, Hootsuite, Echo/Change Healthcare, Ondemand, IProcess, Trident and Simon.

Location:

Preferred location:  close to a Guardian Home office – NY, NY; Bethlehem, PA; Stamford CT; Holmdel, NJ; Pittsfield MA – if you are close to a Guardian office, the role will be hybrid (3 days in office, 2 days WFH).  We will consider flex - remote candidates who are not located by an office if experience is aligned.

10% travel as needed for off site Conferences/Learning Development and to attend CRU Leadership Team Summits.

Salary Range:

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 applicant_accommodation@glic.com.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.