Customer Service Manager (Remote)

Globe Life is committed to empowering its employees and fostering a collaborative culture. They are seeking a Customer Service Manager to lead and support the customer service team, ensuring exceptional customer experiences and overseeing daily operations in alignment with the organization's goals.

Responsibilities:

• Manage a staff of employees for AIL
• Manage day-to-day call center operations, ensuring efficient handling of inbound and outbound calls
• Lead, coach, and develop staff members and management to ensure that all departmental goals are met efficiently and effectively
• Develop succession plans to prep employees and reduce impacts resulting from turnover
• Write and perform annual reviews for staff members
• Plan, create, and test/implement new strategies to improve production, process efficiencies, and reduce costs
• Give presentations to Senior and Executive Management regarding department performance and insights
• Use data-driven analysis to optimize contact center operations
• Assist in managing contact center expenses to ensure alignment with projections
• Serve as a project manager or subject matter expert for the assigned line of business
• Develop, implement, and review ongoing performance results
• Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First call resolution, and customer satisfaction
• Handle customer escalated issues, ensuring timely resolution and a positive customer experience
• Implement call center policies, procedures, and best practices to improve efficiency and service quality
• Collaborate with workforce management to schedule staff and ensure adequate coverage
• Provide regular performance feedback and conduct evaluations to support employee growth
• Use data and call center metrics to identify trends, improve processes, and recommend solutions
• Partner with cross-functional departments (IT operations, training, etc.) to address customer pain points and enhance overall service delivery
• Champion a culture of accountability, teamwork, and continuous improvement
• Participate in daily, weekly, monthly, and annual planning processes as appropriate
• Maintain a favorable working relationship with all company employees to foster and promote a cooperative working environment
• Perform all necessary managerial functions to effectively and efficiently manage the personnel assigned

Requirements:

• Proven track record of training, developing, and managing contact center teams
• Time management skills and the ability to prioritize in a high-volume environment
• Effective leadership and analytical skills
• Strong communication skills (both verbal and written)
• Advanced skills in Microsoft Office Suite, specifically Word, Excel, Outlook, Teams, and general working knowledge of the Internet or business use
• Ability to be results-oriented
• Ability to set clear directions and expectations
• Strong problem-solving skills
• Strong ability to mentor, develop, and motivate staff members
• Ability to exceed projected targets
• Ability to manage multiple priorities and multitask
• Must have strong leadership and people skills
• In-depth knowledge of what the company offers so they can support both customer and team effectively
• Knowledge of company policies, and customer privacy/security standards
• Knowledge of basics of staffing, scheduling, and capacity planning
• Experience with Call center software, reporting tools, and ticketing platforms
• Experience with Change management guiding teams through organizational or procedural changes
• Emotional intelligence