Contact Center Team Lead (Annuity)

Location: Remote - United States; flexible hybrid work approach available based on role and personal preference.

Base salary: $75,000–$85,000 per year.

Company

hirify.global provides life insurance, annuities, wealth management, and institutional asset management services to Financial Professionals and their clients across the United States.

What you will do

• Lead, mentor, and provide daily oversight for customer service representatives and specialists.
• Monitor individual and team performance against service-level agreements and key performance metrics.
• Collaborate with Workforce Management, Quality, Training, and operational teams to support client service objectives.
• Handle escalated inquiries, complaints, and sensitive situations while developing team problem-solving skills.
• Ensure transactions comply with company policies, procedures, and regulatory requirements.
• Prepare performance reports and recommend process improvements, training, and operational changes.

Requirements

• 5+ years of contact center experience in the insurance or financial services industry.
• 2+ years of supervisory or leadership experience.
• Experience mentoring, coaching, and developing team members.
• Strong knowledge of life insurance products, transaction processing, performance analysis, problem-solving, and reporting.
• High school diploma or equivalent required; bachelor's degree preferred.
• Experience with a contact center delivering relationship-oriented service; strong technical aptitude and ability to use multiple systems and workflow tools.

Nice to have

• Experience with Five9 or other contact center technologies.
• FINRA Series 6 or equivalent license.

Culture & Benefits

• Flexible hybrid work model with remote work options based on the role and personal preference.
• Fully remote team mentoring, training, feedback, and performance development.
• Focus on collaboration, accountability, continuous learning, and customer-centric service.
• Employment with an established financial services organization with more than 175 years of history.