Insurance Team Lead

Overview

Lead and develop a high-performing team of 12–18 licensed insurance agents supporting RealPage customers. As an Insurance Team Leader, you will coach team performance, improve customer service, support sales and retention goals, and partner with business and product leaders to solve complex operational challenges.

This is a visible leadership opportunity for an experienced insurance or contact-center professional who enjoys developing people, improving processes, and delivering excellent customer outcomes.

This position follows a hybrid work schedule ( 2 days in office ), combining remote work with in-office collaboration at our Richardson, Texas location. The team also provides coverage during extended operating hours, including occasional evenings or weekends based on business needs.

Responsibilities

• Lead, coach, and motivate a team of licensed Property & Casualty insurance agents.
• Monitor service quality, productivity, customer satisfaction, sales performance, and retention.
• Conduct regular one-on-ones, coaching sessions, team meetings, and performance reviews.
• Provide feedback and development plans that help agents achieve their goals.
• Support complex customer questions, service issues, and escalations.
• Identify process improvements that enhance the customer and employee experience.
• Partner with managers and cross-functional teams on staffing, scheduling, training, and performance management.
• Support revenue growth and customer retention by reinforcing effective sales and service practices.
• Coordinate quality assurance, documentation, reporting, and operational follow-up.
• Help manage product-related escalations and communicate recurring issues to internal partners.
• Support training activities, including new-hire onboarding, refresher training, and licensing-renewal education.
• Collaborate with Product Management, Product Development, Implementation, and Product Support teams.
• Promote a positive, inclusive, accountable, and customer-focused team culture.
• Participate in extended-hours, evening, or weekend coverage as business needs require.

Within your first 90 days, you will:

• • Establish strong relationships with team members and business partners.
  • Create a consistent coaching and performance-management rhythm.
  • Improve visibility into quality, productivity, customer satisfaction, and escalations.
  • Identify opportunities to reduce rework and improve the customer experience.
  • Help ensure reliable team coverage across the hybrid operating model.

Qualifications

• • Active Property & Casualty Insurance license.
  • At least two years of experience in insurance, a contact center, or customer service.
  • Previous people-leadership, team-lead, or coaching experience preferred.
  • Strong verbal and written communication skills.
  • Excellent customer-service and relationship-building abilities.
  • Strong problem-solving, decision-making, and organizational skills.
  • Ability to manage multiple priorities and accurately document information.
  • Proficiency with Microsoft Outlook, Excel, Word, and other business systems.
  • Dependable, professional, accountable, and comfortable working in a collaborative environment.
  • Ability to work effectively in a hybrid setting.
  • Ability to remain seated or standing for extended periods, with occasional movement as needed.

SALARY AND BENEFITS

• RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.

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