Contact Center Team Leader, FPRS (Hybrid)

What It is Like to Work for Guardian As a Contact Center Team Leader supporting our Financial Protection & Retirement Solutions (FPRS) group, you will be at the heart of our Contact Center’s day to day operations. You will have the opportunity to lead, manage, coach, develop, and motivate an award-winning team of frontline colleagues to meet our commitments to customers while living our Guardian Values. You will demonstrate leadership competencies and behaviors needed to influence change and accelerate impact through a consumer centric, growth mindset. The role of a Contact Center Team Leader is instrumental in exceeding customer service expectations, and achieving individual, team, and organizational performance goals. Your contributions will be critical in driving colleagues to reach the highest level of service excellence, colleague engagement, continuous improvement of operational processes and self-service offerings, while adhering to compliance and security requirements. You will: Lead day-to-day business operations and achieve optimal service results, serving as primary point of contact for colleagues, critical business partners and customer escalations Oversee and inspire a high performing team through daily coaching, delivery of training to new and seasoned colleagues, call/contact listening, providing tailored development feedback to each team member, and driving colleague engagement Effectively execute and manage budgeted resources against business goals to ensure that commitments and key performance metrics are achieved Proactively monitor schedule adherence and behaviors to ensure team members are in the right place, at the right time, to effectively serve our customers Proactively analyze root-cause issues that generate escalations, unnecessary customer effort, or multiple contacts on same service issue, adversely impacting the overall customer experience Provide thoughtful responses to customer experience feedback, assisting with service recovery and/or implementing business improvements to drive persistency and service excellence Proactively identify and communicate with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business Effectively lead and/or collaborate on department projects and ongoing recruitment strategy Manage annual performance review process, helping leadership team to set annual objectives/goals and key result thresholds Partner on new program initiatives and rollouts, with an emphasis on digital advancements, automation, operational efficiency, and service excellence Create a culture of diversity and innovation where colleagues feel safe and empowered to share their thoughts/ideas; effect change that will benefit team and enhance service experiences You have: BA/BS degree preferred, or equivalent work experience Three plus years of insurance, or other financial service industry experience, preferred Excellent leadership, analytical, verbal & written communication skills, and emotional intelligence Exceptional level of accountability, discretion, and independent decision making Ability to create effective relationships with senior leaders, peers, colleagues, and partners and be recognized as a trusted subject matter expert and resource Ability to effectively prioritize tasks, take initiative and problem-solve Excellent time management and organizational skills Experience analyzing business area quality and productivity standards Strong ability to simultaneously manage multiple business processes or functions Proficiency in Microsoft products (Word, Excel, Powerpoint, OneNote) Location: Primary office location - Bethlehem, PA or Pittsfield, MA Hybrid work arrangement - expectation of at least 3 days in the office Occasional travel to meet business needs Salary Range: $68,970.00 - $113,310.00 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 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 View email address on click.appcast.io. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site. Visa Sponsorship Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship. Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues. Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to View email address on click.appcast.io, making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via View email address on click.appcast.io. Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here. Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday. Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being — mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at guardianlife.com. Visa Sponsorship: Guardian Life is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship.