Deputy Team Lead

Responsibilities

• Manage daily workflow and handle operational escalations
• Ensure adherence to Service Level Agreements (SLAs) and maintain reporting consistency
• Perform intake forecasting and resource planning, including PTO coordination
• Provide coaching, guidance, and 1:1 feedback to analysts to improve team capability
• Support the induction and training of new team members
• Liaise with other service lines to coordinate workloads and resolve cross-team issues
• Provide leadership cover for the Team Lead during absences
• Support the implementation of new processes and systems

Requirements

• Ability to monitor daily workloads and handle operational queries
• Proficiency in forecasting demand and analyzing volume trends
• Experience in providing day-to-day guidance and coaching to staff
• Strong professional communication and interpersonal skills
• Proficiency in Microsoft Excel and Microsoft Word
• Ability to manage competing priorities in a high-volume environment

Preferred Qualifications

• Prior background in insurance or financial services
• Experience mentoring, supervising, or leading small teams
• Completion of business-related courses
• Proficiency in systems such as Iris 4, SSP Pure 4, ECF 4, CC10 4, Workday 4, or Decision Focus 4

About the Company

AGSI is committed to supporting the goals of Arch divisions through exceptional service delivery, focusing on flexibility, responsiveness, and sound project management.