- Cascade company goals and initiatives to the team and individual level.
- Manage individual performance, goal-setting, and create impactful performance plans.
- Provide coaching, training, and developmental opportunities through 1:1 meetings and team sessions.
- Conduct monthly audits to ensure quality standards and provide just-in-time performance coaching.
- Set team objectives and oversee day-to-day activities to ensure SLA compliance.
- Manage team staffing plans and resource coverage.
- Oversee client escalations with professionalism.
- Handle renewal insurance leads and advise potential clients on coverage requirements.
- Map and improve the customer journey to increase Net Promoter Score.
- Identify and coach staff on cross-sell opportunities.
Customer service