**Experienced Team Lead – Customer Service Operations**

At arenaflex, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags, and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection, we continue to push the boundaries of what's possible. As a Team Lead in our Customer Service Operations, you will play a vital role in driving exceptional customer satisfaction and operational excellence. You will be responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting a positive and satisfying work environment. If you're a motivated and results-driven leader who is passionate about delivering exceptional customer experiences, we want to hear from you. **Key Responsibilities:** • Handle stretch assignments designed to increase business acumen and drive operational excellence • Manage front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating and implementing action plans, recommending work procedures, and directing workflow • Conduct performance reviews, evaluate employee potential, and recommend employee promotions, merit increases, or terminations • Anticipate workflow levels through effective planning and adjust resources to ensure work is completed and unit goals are met • Establish and communicate job performance standards and work procedures • Create a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others • Serve as a mentor leader to new leaders within the respective business unit • Identify training needs, coordinate training, and ensure completion of effective training • Interview applicants and recommend hire • Make recommendations for process improvements and cost-saving opportunities; execute key initiatives **Essential Qualifications:** • 4-year Bachelor's Degree (Preferred) • 3 or more years of experience in a customer service or operations leadership role (Preferred) • Proven track record of driving operational excellence and customer satisfaction • Strong leadership and coaching skills, with the ability to motivate and develop frontline specialists • Excellent communication and interpersonal skills, with the ability to build strong relationships with employees, customers, and stakeholders • Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions • Ability to work in a fast-paced environment and adapt to changing priorities and deadlines **Preferred Qualifications:** • Experience working in a contact center or customer service environment • Knowledge of contact center metrics and performance indicators • Experience with process improvement and change management initiatives • Certification in a leadership or coaching program (e.g. Six Sigma, Lean, etc.) **Skills and Competencies:** • Strong leadership and coaching skills • Excellent communication and interpersonal skills • Strong analytical and problem-solving skills • Ability to work in a fast-paced environment and adapt to changing priorities and deadlines • Strong attention to detail and organizational skills • Ability to build strong relationships with employees, customers, and stakeholders • Strong business acumen and understanding of operational processes and procedures **Career Growth Opportunities and Learning Benefits:** At arenaflex, we believe in investing in our employees' growth and development. As a Team Lead in our Customer Service Operations, you will have access to a range of training and development opportunities, including: • Leadership and coaching training programs • Process improvement and change management training • Customer service and operations training • Certification programs in leadership, coaching, and other areas of interest • Mentorship and coaching from experienced leaders • Opportunities for career advancement and professional growth **Work Environment and Company Culture:** At arenaflex, we pride ourselves on creating a positive and inclusive work environment that fosters innovation, creativity, and collaboration. Our company culture is built on the values of: • Customer focus: We are committed to delivering exceptional customer experiences and exceeding customer expectations. • Innovation: We encourage innovation and creativity, and provide opportunities for employees to explore new ideas and solutions. • Collaboration: We believe in building strong relationships with employees, customers, and stakeholders, and work together to achieve common goals. • Diversity and inclusion: We are committed to creating a diverse and inclusive work environment that values and celebrates different perspectives and backgrounds. **Compensation, Perks, and Benefits:** We offer a competitive compensation package, including: • Salary: $56,500.00 - $99,962.50 annually, based on experience and qualifications • Benefits: Comprehensive health, dental, and vision insurance, 401(k) plan, and other benefits • Perks: Flexible work arrangements, employee recognition and reward programs, and other perks • Professional development opportunities: Training and development programs, mentorship and coaching, and opportunities for career advancement **Join Our Team:** At arenaflex, we're passionate about delivering exceptional customer experiences and driving operational excellence. If you're a motivated and results-driven leader who is passionate about customer service and operations, we want to hear from you. Join our team and be part of a dynamic and innovative organization that is shaping the future of customer service and operations. **Apply Now:** To apply for this exciting opportunity, please click the link below: Apply Job! Apply for this job