The Opportunity...
We are seeking an experienced Lead Verification Representative to manage a team of Verification Representatives in our growing Insurance Services Division. This role is crucial in ensuring high-quality standards across all verification processes, supporting a remote team that pre-qualifies insurance-seeking customers and transfers them to licensed agents. As a Lead Verification Representative, you will work closely with the Sr. Call Center Manager to maintain operational excellence and drive team performance.
How You'll Contribute...
- Oversee and support a team of Verification Representatives to ensure quality and accuracy in call pre-qualification and customer transfers.
- Monitor live calls and provide real-time guidance and feedback to ensure adherence to scripts and quality standards.
- Review performance data, identify areas for improvement, and implement corrective actions.
- Conduct regular performance reviews, offer coaching, and manage team development.
- Assist in monitoring staffing, tracking attendance, and managing team schedules.
- Collaborate with management to assess and implement updates to scripts, systems, and client requirements.
- Take on additional projects as needed to support the overall success of the verification process.
What We're Looking For...
- Strong written and verbal communication skills with the ability to manage and motivate a remote team.
- Attention to detail and the ability to analyze and act on performance metrics.
- Organizational skills to manage multiple tasks and deadlines effectively.
- Experience with call center operations, ideally in a verification or customer service environment.
- Willingness to engage with the employees and provide feedback in a positive and encouraging manner.
- Experience with Google Docs or Microsoft Office.
- Self-starter who works well within a team, but can thrive independently as well.
Life at Centerfield...
- This job is fully remote but ideally this candidate resides in Texas.
- Competitive hourly rate + bi-annual bonus
- Generous PTO!
- Industry-leading medical, dental, and vision plans
- 401(k) company match plan – fully vested on day 1
- Award-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)
- Career growth – we enjoy promoting from within!
#LI-TM1
