Key skills
Customer Service ExperienceManagement ExperienceCommunication SkillsMS OfficeProblem-Solving SkillsMultitaskingOrganizational SkillsLeadership SkillsTime ManagementAdaptabilityLeadershipMentoringCommunication
About this role
Globe Life is committed to empowering employees and fostering a caring culture. They are seeking a Customer Service Supervisor to lead and manage a team of Customer Service Representatives, ensuring department KPI’s are met and providing necessary feedback to staff.
Responsibilities:
- Develop a high performing team by coaching, mentoring and training Customer Service Representatives
- Ensure KPI’s are met
- Update and analyze daily & monthly reports
- Ensure timecard accuracy and sign off on payroll closing weeks
- Perform QA monitoring to ensure customer satisfaction and accuracy. Also perform side by side nesting and silent monitoring
- Answer questions from staff and provide guidance and feedback
- Resolve escalations professionally
- Review and approve outgoing written communication from agents to customers
- Ensure adherence to policies for attendance and established policies and procedures
- Create and deliver corrective action as needed for attendance, adherence, and policy violations
- Assist with initial interviews for new hires
- Create and administer annual performance reviews
- Facilitate team meetings
- Keep senior management informed on all issues and problems
- Create ways to optimize procedures and keep staff motivated
Requirements:
- High school diploma or equivalent
- 4-5 years of relevant management experience
- Customer Service Experience with proven experience as a call center supervisor or similar supervisory position
- Working knowledge of MS Office
- Knowledge of performance evaluation procedures
- Outstanding communication and problem-solving skills
- A results-oriented and forward thinking approach
- Ability to work under pressure as well as work well with others
- Ability to multitask and prioritize competing priorities to meet deadlines
- Excellent time management skills
- Ability to learn and adapt to change quickly
- Superb organizational and leadership skills
- Schedule flexibility to meet call center hours of operation
- Must be dependable and punctual to ensure call center needs are met
- Must be professional with the ability to maintain confidentiality
- Reliable and predictable attendance of your assigned shift
- Ability to work full time and/or part time based on the position specifications
- College Degree