Contact Center Team Lead – Annuity

Penn Mutual

. Lead, mentor, and provide day-to-day oversight of CSRs and Specialists .

Posted 9/23/2026full-timeUnited StatesSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and mentoring capabilities in a contact center environment, with expertise in Life Insurance and Annuity products. Proficient in performance data analysis, operational improvements, and ensuring compliance with regulatory requirements.

Highest-signal resume keywords

Leadership ExperienceLife Insurance Product KnowledgePerformance Data AnalysisContact Center Technology ProficiencyRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance TrackingOperational ImprovementQuality AssuranceTransaction ProcessingEscalation Management

Soft Skills

Problem-SolvingOrganizational SkillsTime ManagementVerbal CommunicationWritten Communication

Tools & Technologies

Five9Contact Center SolutionsWorkflow Tools

Certifications & Qualifications

FINRA Series 6H.S. Diploma or Equivalent

Industry Keywords

Insurance IndustryFinancial ServicesCustomer ServiceSLA ComplianceTeam Development

About the role

Key responsibilities & impact

Lead, mentor, and provide day-to-day oversight of CSRs and Specialists
Track team and individual performance against Contact Center SLAs and key metrics
Identify improvement areas and implement changes to optimize outcomes
Collaborate with Workforce Management, Quality, Training, and operational departments
Develop team members through training, feedback, mentoring, and performance evaluations
Handle escalated inquiries, complaints, and sensitive situations
Ensure transactions comply with company policies, procedures, and regulatory requirements
Lead quality assurance initiatives and enforce corrective actions
Identify and implement operational and process improvements
Prepare and present reports on team performance, challenges, and achievements to senior management
Ensure completion of regulatory and job-specific training
Assist with onboarding and develop expertise in Life Insurance and Annuity products and processes

Requirements

What you’ll need

Demonstrated leadership capabilities with experience mentoring, coaching and developing individuals
Strong understanding of various life insurance products and transaction processing
Ability to interpret performance data and translate insights into actionable strategies
Strong problem-solving skills for escalations and complex issues
Excellent organizational and time management skills
Excellent verbal and written communication skills
Ability to work collaboratively and independently
Strong technical aptitude with multiple systems and workflow tools
Ability to adapt to a dynamic and changing work environment
Experience with Five9 preferred or other contact center technologies and solutions
Experience with a contact center providing top-tier relationship oriented service
H.S. Diploma or Equivalent Required
5+ years of experience in a contact center environment within the insurance or financial services industry
2+ years of experience in a supervisory or leadership role
FINRA Series 6 or equivalent license preferred

Benefits

Comp & perks

Flexible, hybrid approach to work with choice of work location based on role and personal preference
Equal employment and advancement opportunities