Team Lead Commercial Lines

About Brightway

Established in 2008 Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35 states and an impressive $1.3 billion in annual premiums we rank among the nations largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services marketing resources and continuous learning and development.

We are embarking on the next stage of our customer-centric growth driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member youll engage in exciting projects that are reshaping the industry working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients most valuable assets.

Scope

The Engagement Center Team Lead is a high-impact hands-on leader who owns the daily performance of their team. This role goes beyond traditional supervision by driving operational excellence service quality and continuous improvement across the Engagement Center. Provides daily leadership to customer service staff to meet expectations. Ensures effective timely delivery of superior insurance-related customer service and helps resolve disputes. Identifies system process and workflow enhancements. Assigns work throughout the department and follows up on it in a timely way. Creates a high-performance culture centered on customer experience accountability and execution excellence. Serves as a visible representative of Brightway leadership through consistent communication coaching and operational presence. Works with all levels of the organization and with all franchisees to promptly resolve issues to ensure satisfaction.

What Success Looks Like

Team Leads at Brightway are measured on outcomes not activity. You own the following KPIs for your team:

• Service Level & Speed - Calls handled within target low abandonment rate
• Quality Scores- QA accuracy compliance call resolution standards
• Team Productivity - Productivity efficiency and workload management across assigned representatives
• Automation Adoption - Adoption and optimization of digital tools workflows and process automation initiatives

Drive Team Performance Daily

• Own real-time floor presence monitor queues intervene early and remove blockers before they affect customers or SLAs
• Review team dashboards and metrics at the start and end of every shift; act on trends not just exceptions
• Constantly monitoring team inventory of work to ensure cases are being resolved quickly and accurately. No cases are left behind
• Deliver targeted data-driven coaching focused on performance improvement and customer outcomes
• Deliver rapid feedback loops same-day recognition and redirection

Champion Quality & Compliance

• Own QA outcomes for the team listen to calls review interactions identify patterns and close gaps
• Ensure every team member understands current standards and is equipped to meet them
• Escalate systemic quality issues with documented root cause and proposed solutions
• Model the behaviors you expect you are the standard

Lead Automation & Process Improvement

• Actively identify manual repetitive tasks that can be automated or streamlined
• Partner with Engagement Center peers and Technology to implement test and embed new tools and workflows
• Champion adoption of automation tools within the team; train coach and hold accountable for usage
• Document and maintain current-state and future-state process maps for your teams workflows
• Submit structured improvement proposals with quantified impact estimates

Develop Your People

• Identify skill gaps through observation and data; create targeted development plans
• Conduct regular 1:1s focused on growth goals and performance against metrics
• Prepare and deliver timely specific performance reviews and salary recommendations
• Build bench strength and develop team members who are ready for the next level
• Act as a career advocate for your team not just a performance manager

Operate with Leadership Presence

• Represent the team to senior leadership with clear data-supported updates on performance and initiatives
• Translate company strategy into concrete behaviors and daily actions for your team
• Administer HR policies fairly and consistently; escalate people matters proactively
• Maintain accurate records in all applicable systems; ensure team compliance with documentation standards

Skills Licenses Certifications

• Metrics fluency: you read dashboards instinctively and translate numbers into action
• Coaching credibility: reps trust your feedback because it is specific fair and grounded in data
• Change agility: you embrace new tools new processes and new ways of working and pull your team along
• Operational leadership presence: visible engaged and proactive in daily team operations
• Continuous improvement mindset with the ability to identify workflow inefficiencies and implement scalable solutions
• Communication: clear and direct with your team your peers and leadership

Education and Experience

• Bachelors degree or equivalent professional experience required.
• 46 years of experience in customer service insurance operations or contact center environments required including demonstrated leadership experience.
• Active 20-44 or 220 insurance license required.
• Minimum 3 years commercial insurance preferred
• Proficiency in Microsoft Office applications required

Equal Employment Opportunity:
Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal opportunity employer and do not discriminate based on race color national origin sex age disability religion sexual orientation gender identity or any other characteristic protected by applicable law.

We believe that a diverse workforce is essential to our success and fosters innovation creativity and collaboration. Our goal is to provide a work environment that is free from discrimination and harassment where everyone has an equal opportunity to succeed and grow.