Job Listings

Manager, Agent Contact Center

3700 S. Stonebridge Dr., McKinney, Texas
Job number: 15106

Job Description:

Manager, Agent Contact Center

Primary Duties & Responsibilities

The Manager of Agent Concierge will oversee the Agent Concierge department and all Representatives. These teams support our field Agency Owners and State General Agents in recruiting and onboarding new hires. This person will manage an existing in-house contact center (inbound and outbound) and will recruit, lead and mentor additional staff as our contact center operation continues to expand. The ideal candidate will continue to evolve the team and processes in an effort to assist more agents through the licensing school process and become appointed with one of the Globe Life companies as quickly as possible.  This position has a hybrid schedule with an on-site schedule to the corporate office located in McKinney, TX.  


  • Manage a full-time and part-time staff including various levels of employees (supervisors and contact center representatives)
  • Hire, train, and develop staff members to ensure that all departmental goals are met efficiently and effectively
  • Write and perform annual reviews and corrective action plans with staff members
  • Evaluate and ensure key performance metrics (KPIs) are met and maintained
  • Coach and develop Supervisor staff to improve overall success rates
  • Collaborate with Senior Management on the integration of the Concierge program in all agencies and ensure that a balanced communication plan is in place with each
  • Assist with ensuring the department’s training program is current and effective for all new and existing contact center representatives
  • Use data-driven analysis to optimize contact center operations and to make recommendations for changes
  • Ensure that tests and procedure changes instituted by the department perform as expected, while identifying and eliminating the causes of any adverse trends
  • Communicate with our field offices to keep an open dialog to address needs or answer questions
  • Assist with implementation and development of new technology
  • Partner with the Analyst team to manage lead volume and new hire progress as they move through the processes
  • Manage various technology resources such as ringless voicemail, outbound calls, and text campaigns
  • Ensure staffing levels are appropriate as call volume increases or declines
  • Manage vendor relationships to ensure incoming data is accurate and meets department needs
  • Truly own the full process and recommend process changes as applicable


Required Skills

The successful candidate will have proven track record of training, developing and managing telemarketing/telesales teams – financial or insurance industry preferred.  They must have excellent communication skills and the ability to effectively develop and manage processes, prioritize work and meet deadlines.  Other key attributes include:

  • Outstanding communication and interpersonal skills
  • Computer proficiency in MS Office
  • Results-oriented
  • Ability to set clear direction and to train others in telemarketing/telesales function
  • Solid understanding of reporting and metrics
  • Excellent problem solving skills and leadership skills
  • Strong ability to develop and motivate staff members
  • Should be able to set, satisfy, and exceed projected targets


Required Knowledge & Experience

  • Bachelors of Business Administration or Bachelors of Science Preferred
  • Minimum 2 year’s experience in telemarketing/sales or contact center management
  • Life insurance or financial industry experience 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 health 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. Company contributes to HSA.

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.