Job Listings

Customer Service Supervisor

3700 S. Stonebridge Dr. McKinney, Texas
Job number: 4732

Job Description:

Customer Service Supervisor

Primary Duties & Responsibilities

Job Summary

The Customer Service Supervisor must possess great communication skills while being able to lead and motivate their team. The supervisor must be organized, reliable and have the ability to lead and manage a team of Customer Service Representatives to produce results. This individual is responsible for managing the day to day operations to ensure department KPI’s are met.. They must be able to work well with others while ensuring tasks are being met in order to achieve team objectives and goals. The supervisor must monitor agents to provide necessary feedback to ensure company policies and procedures are being met.

 

Primary, Duties & Responsibilities

 

 

Daily Duties:

 

  • 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.

 

 

 

Required Skills

 

Knowledge, Skills, & Abilities

 

  • 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 skill
  • 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.

 

Applicable to all employees of Globe Life & Accident and its subsidiaries:

 

  • Reliable and predictable attendance of your assigned shift
  • Ability to work full time and/or part time based on the position specifications.

Required Knowledge & Experience

Education & Work Experience required

 

  • High school diploma or equivalent. 
  • 4-5 years of relevant management experience
  • College Degree (Preferred)

 

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.