Contact Center Operations Lead

Come join one of America’s fastest-growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have provided peace of mind to those families as they plan their futures.

Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through our grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard.

We foster a collaborative environment with opportunities for growth and encourage our associates to live our values: Do good. Be good. Make good.

Please note that we do not offer visa sponsorship for this position.

Role Summary

The core focus of the Contact Center Operations Lead is to provide support for CEC teammates and leadership. The Contact Center Operations Lead is highly active throughout the day assisting teammates with questions as they come up during their calls. The Contact Center Operations Lead is expected to be proactive and thoughtful in a way that improves process and efficiency. The objective of the Contact Center Operations Lead role is to develop future leadership for the organization (this is not a people leading role).

This position currently offers an onsite work schedule, with the expectation that you are in the office four (4) days per week during onsite core days. Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion.

Essential Duties and Responsibilities

• Coaches, mentors, and provides regular timely feedback to CEC teammates at all levels
• Actively handles escalations from the CEC floor and those referred by management
• Supports the CEC leadership team by articulating/translating CIG vision in a way that inspires others
• Works on special projects and key initiatives as assigned
• Identifies training opportunities for the floor and works with leaders and training to address
• Prepares and delivers huddle updates and other ad-hoc training materials/classes
• Builds cross functional relationships that improve process and efficiency

Minimum Qualifications

• Highly reliable, responsive, and attentive
• Will work in the office and at home as needed
• Always present and ready to help teammates
• Independent problem solver
• Olympic level soft skills and ability to deescalate
• Subject matter expertise in Life and Annuity
• Teach first mindset
• Team first attitude/Role Model
• Ability to flex schedule to meet the needs of the CEC

Benefits

• Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life!

Base Pay Range. The base pay range for this position is the range National Life reasonably and in good faith expects to pay for the position taking into account the wide variety of factors, including: prior experience and job-related knowledge; education, training and certificates; current business needs; and market factors. The final salary or hourly wages offered may be outside of this range based on other reasons and individual circumstances.

Additional Compensation and Benefits. The total compensation package for this position may also include a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. The successful candidate may also be eligible to participate in National Life’s discretionary annual incentive programs, subject to the rules governing such programs. If hired, the employee will be in an "at-will position" and National Life reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.

National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.

Hourly Pay Range$23—$34 USD

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.

Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.

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National Life Group

1 National Life Dr

Montpelier, VT 05604