Team Leader, Customer Service​/HelpDesk

Univista is seeking a driven and experienced Team Leader

to join our dynamic Texas team. As we continue to grow, we are looking for someone who can lead by example, support customer service excellence, and ensure team productivity meets and exceeds expectations. This role offers an exciting opportunity to develop leadership skills in a fast-paced and customer-focused environment. Bilingual proficiency in English and Spanish is preferred to support our diverse clientele.

Qualifications

• High school diploma or equivalent required; Associate or Bachelor's degree is a plus.
• Minimum of 2 years in a customer service or call center environment.
• Prior leadership or supervisory experience.
• Active P&C (Property & Casualty) license required.
• Bilingual proficiency in English and Spanish.
• Strong verbal and written communication skills with the ability to lead and inspire a team.
• Proficient in CRM software and Microsoft Office applications.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Excellent problem-solving and conflict resolution skills.
• Reliable transportation is required.

Key Responsibilities

• Supervise, coach, and motivate a team of Customer Service Representatives to achieve performance goals.
• Provide real-time support and guidance to team members during customer interactions.
• Conduct regular one-on-one meetings and performance reviews, identifying areas for improvement and recognizing achievements.
• Assist with training new hires and providing continuous learning opportunities for existing staff.
• Foster a positive and inclusive work environment, encouraging teamwork, accountability, and professional growth.

Operations, Quality & Reporting

• Monitor daily team activities to ensure high levels of customer satisfaction and compliance with company policies.
• Handle escalated customer inquiries and resolve issues that require leadership intervention.
• Generate reports on team performance, call metrics, and customer feedback to identify trends and recommend improvements.
• Ensure proper documentation of customer interactions and team activity logs in CRM systems.
• Collaborate with upper management to develop strategies that enhance team efficiency and service quality.

Note

The above statements describe the general nature of the job and are not an exhaustive list of duties. Uni Vista Insurance is an equal opportunity employer. Employment is subject to qualifications, references, and background check.

Apply here: We’d love to hear from you. Please fill out this form.

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