About the Company
Progressive Insurance is one of the largest auto insurers in the United States, known for its innovative approach to insurance products and customer service. We’re dedicated to protecting what matters most to our customers while fostering a supportive and dynamic work environment for our employees. At Progressive, we believe in empowering our teams to achieve their full potential, driving both personal and professional growth.
Job Description
We are seeking a highly motivated and experienced Professional Teleperformance Lead to join our remote corporate team. This pivotal role involves overseeing a team of remote teleperformance agents, ensuring they meet performance targets, adhere to company policies, and provide exceptional customer service. You will be responsible for coaching, mentoring, and developing your team, monitoring call quality, and implementing strategies to enhance efficiency and customer satisfaction. This is a 100% remote position, offering flexibility while maintaining high standards of leadership and team engagement.
Key Responsibilities
- Lead, coach, and motivate a team of remote teleperformance agents to achieve and exceed performance metrics.
- Monitor call quality, provide constructive feedback, and conduct regular performance reviews.
- Develop and implement training programs to improve agent skills and knowledge.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Handle escalated customer inquiries and resolve complex issues efficiently.
- Analyze team performance data and identify areas for improvement, implementing corrective actions as needed.
- Collaborate with other departments to ensure seamless customer experience and operational efficiency.
- Foster a positive and productive remote work environment, promoting teamwork and professional development.
- Prepare and present regular reports on team performance and operational insights to management.
Required Skills
- Proven experience in a teleperformance, call center, or customer service leadership role.
- Strong understanding of teleperformance metrics, KPIs, and quality assurance processes.
- Excellent communication, interpersonal, and coaching skills.
- Demonstrated ability to motivate and develop remote teams.
- Proficiency with CRM software and telecommunication systems.
- Exceptional problem-solving and decision-making abilities.
- Ability to work independently and manage time effectively in a remote setting.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Experience with remote team management tools and strategies.
- Certifications in customer service, quality assurance, or leadership training.
- Familiarity with insurance industry regulations and best practices.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Paid time off and holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement.
- Employee assistance programs.
- Remote work stipend for home office setup.
- Flexible work schedule options.
- Employee discount programs on Progressive products.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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