Job Listings

Customer Retention Supervisor

3700 S. Stonebridge Dr. McKinney, Texas
Job number: 4675

Job Description:

Customer Retention Supervisor

Primary Duties & Responsibilities

Job Summary


Supervise a team of Customer Retention Call Center Representatives; appraise work performance, monitor rep performance, assist reps in all daily phone and follow-up duties; record and track production levels and standards of each rep.  The Customer Retention Supervisor will be responsible for handling difficult or escalated calls.  They will act as a liaison between Customer Service and other departments for customer complaint resolution.  Motivate and maintain a positive atmosphere for the reps.  Communicate and analyze progress of programs and problems or concerns with the management team and assist with developing procedures and guidelines for the department.



Primary Duties & Responsibilities

  • Required to be an interactive leader with fundamental working knowledge of each significant function and daily reporting requirements
  • Oversee all aspects of Daily, Weekly, and Monthly metrics reporting while ensuring accuracy and timeliness
  • Responsible for the interviewing, hiring, and oversight of the recruiting and staff retention efforts
  • Conduct, write, and submit standard annual reviews in a timely manner to management
  • Maintain a fair, firm, and consistent coaching, development, and disciplinary policy with appropriate documentation
  • Conduct individual, team, and site level communication meetings in accordance with management’s policies and protocols
  • Maintain, sign-off, and audit time cards for direct team members
  • Act as liaison between the Customer Retention Department and other departments for customer service resolutions
  • Handle difficult or escalated calls as necessary
  • Motivate and maintain a positive environment
  • Communicate and analyze progress of site-level objectives, programs, and/or problems or concerns with the Department Head


Required Skills

Knowledge, Skills, & Abilities


  • Experience in Life and/or Health Insurance issue preferred
  • Able to handle high stress situations calmly and with tact and professionalism
  • Strong people skills with the ability to motivate and promote a good working environment
  • Able to multi-task, handling production & quality goals set by the company
  • Strong decision making skills with the ability to analyze situations and make logical conclusions
  • Must be able to maintain strict confidentiality
  • Must be self-reliant and self-assured to make independent decisions within the framework of the company protocol
  • Advanced PC skills with proficient use in Microsoft Office products (Excel, Word, PowerPoint and Outlook)
  • Evaluate team members for advancement and demotion within the career path.
  • Reliable and predictable attendance of your assigned shift 
  • Ability to work Full-Time and/or Part-Time based on the specific position for which you're applying

Required Knowledge & Experience

Education & Work Experience

  • High school diploma or equivalent, some College Preferred
  • At least 2 years of Combined Supervisor and/or Retention Experience (Example: 1 Year Supervisor Experience + 1 Year Retention Experience = 2 Years) 


Location: 3700 S. Stonebridge Dr. McKinney, Texas

Apply Now

Current employees apply here.

Savings and Investment Plan (401K) - Eligible employees may begin participating in the plan on the first day of employment.

Pension Plan - Eligible employees who complete one year of service with the Company become participants in the Pension.* (Not available to Cleveland Employees)

Medical - Benefits are available to all eligible employees and qualified dependents the first of the month following 30 days of continuous service.

Dental** and Vision - Eligible employees and qualified dependents are able to enroll the first of the month following 30 days of continuous service.

Flexible Spending Accounts (FSA) - Our FSA has two components, Health Care and Dependent Care Accounts. These accounts allow employees to set aside a portion of their earnings on a pre-tax basis to cover out-of-pocket medical and dependent care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service.

Health Savings Accounts (HSA) - A pre-tax Health Spending Account (HSA) is offered to those who enroll in the High Deductible Plan. It allows you to pay for many of the health care expenses not covered by your medical plan including deductibles and co-pays. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service. Company contribution to HSA ($4500 family, $2500 single plans)

Short-Term Disability - Eligible employees may be entitled to salary continuance during periods of temporary disability. Benefits are based on employee status and years of service.*

Group Life and Long-Term Disability** - Eligible employees may elect life insurance and long-term disability coverage the first of the month following 30 days of continuous service.

Vacation and Paid Holidays - Employees are eligible for vacation upon the completion of six months of employment. In addition, the Company offers eight paid holidays.

Education Assistance - The Company supports employees who wish to continue their education to secure increased responsibility and growth within their professional careers. We offer a reimbursement program for expenses incurred through approved institutions of learning. In addition, Fellow, Life Management Institute (FLMI) and International Claim Association (ICA) program courses are offered after the completion of six months of services at no cost to the employee.

Fitness Reimbursement - Eligible employees are able to receive up to 100% reimbursement for monthly dues (employee only).

Supplemental Plans** - Cancer, Heart/Stroke, Accident.

*Please note, some benefits may vary by subsidiary. Please be sure to clarify with the Human Resources Department.
**Company paid benefit

Do I have to apply for every job that I am interested in? - Yes. Though our Talent Acquisition Team searches our database for qualified candidates, the only way to ensure that we know what position is of interest to you is if you apply for it directly.

Now that I've applied, what happens? - You will receive an immediate response from our system. Someone from our Talent Acquisition Team will review your qualifications and skills. If you're a good fit, we'll contact you to conduct an initial interview by phone, followed by assessment testing and an in person interview(s).

How do I get the contact information of the hiring manager for the job I am interested in? - It is our policy not to give contact information to external applicants. If, after you apply, it is determined that your skills and qualifications match our hiring needs, you will be contacted directly for an interview by someone on our Talent Acquisition Team.

I've been interviewed, what's next? - If selected, we'll extend a conditional offer. Then, pending a successful background check and drug screen, we'll confirm a start date.

The Whole Globe

Globe Not only is it in our name, it’s in our hearts. Our Company thrives off of diversity and has created a culture focused on inclusivity. These two components are the pillars of our foundation and the guiding principles that build our employees and leaders.

No Ceiling

SmileThe insurance industry may be traditional, but Globe Life has been, is, and always will be dedicated to building an inclusive, sustainable, and inspiring environment that does not have a ceiling on growth.