Contact Center Team Lead- Las Vegas

Get AI‑powered advice on this job and more exclusive features. This range is provided by SmartFinancial. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $52,000.00/yr - $83,000.00/yr Welcome to SmartFinancial, where our mission is clear: to drive growth and success for insurance agencies through our industry‑leading technology! Voted one of the Best Places to Work for four consecutive years, we are one of the fastest‑growing tech companies. We are a leading insurance marketplace, connecting millions of shoppers to our network of insurance partners. The salary range for this position is $52,000-$83,000. What You'll Do Oversee the daily activities of a performance‑focused Call Center staff that specializes in screening consumer prospects and transferring them to large‑scale insurance carriers and agency clientele Ensure the Call Center staff meets production targets and the company's revenue goals Conduct and review quality‑control audits to monitor the team’s performance through side‑by‑side observations and live‑listening, providing timely feedback to the team Coordinate, monitor, and track performance deliverables and workflow process management Oversee time management and efficiency behaviors Address issues that require coaching or corrective action, in adherence with overall business expectations of the Contact Center department Perform recurring administrative and analytical duties, including ensuring schedule adherence and script compliance, reviewing agent performance reports, attendance, etc. Partner with People Operations to address employee grievances, complaints, and other HR‑related issues Ensure agents understand and comply with all legal and departmental policies Collaborate with leadership to establish ongoing process management, including quality calibrations; provide coaching interaction details to management; assist with new‑hire and ongoing training; give feedback to senior leadership on team performance; develop corrective action plans for low performers Help maintain a high level of employee engagement through incentive management, reward and recognition programs, and team‑building activities Assist with call volume by taking inbound/outbound calls as needed Report to and partner virtually on a daily basis with leadership based out of state Other duties as assigned What We're Looking For Professional Knowledge Identify strengths and weaknesses of the team; mentor and help develop agent performance Multitask, meet deliverables, be detail‑oriented, dynamic, and innovative Learn and use various technology and software applications Communications Effective oral and written communication skills Excellent interpersonal skills Interpret and apply required policies and procedures Approachable Qualifications Bachelor's Degree preferred 3+ years team management experience required 5+ years Customer Service and/or Sales experience required Prior experience in outbound telemarketing preferred Any similar combination of the above education and experience Prior experience in managing onsite and/or remote employees preferred What We Offer Comprehensive Benefits: High‑quality health insurance and a 401(k) plan with company match Incentives: Employee referral bonuses, daily and weekly cash giveaways Training and Development: Extensive paid product training and world‑class inside sales training Career Growth: Advancement opportunities with a focus on promoting from within Why You'll Love It Here We highlight our World‑Class Culture, which our employees say is the best part of working at SmartFinancial. We have vibrant Slack channels for work and play, great company events like our Summer Beach Party with open bar, chili cook‑off, annual holiday yacht party, office potlucks, and more, and a fun mascot named Penny. Join SmartFinancial and become a key player in driving growth for insurance agencies. Apply now and let's achieve success together! SmartFinancial is an equal opportunity employer and we celebrate diversity and are committed to creating an inclusive environment for all employees. To learn more about our results‑focused culture and employee‑focused perks, read more on our careers page. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function IT Services and IT Consulting Referrals increase your chances of interviewing at SmartFinancial by 2x. #J-18808-Ljbffr SmartFinancial