Customer Service Supervisor (Remote)

Globe Life is committed to empowering employees and fostering an innovative culture. They are seeking a Customer Service Supervisor to manage day-to-day operations, ensuring department KPIs are met and providing coaching and feedback to Customer Service Representatives.

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 (Preferred)