At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.
Role Overview:
Could you be our next Customer Service Supervisor? Globe Life is looking for a Customer Service Supervisor to join the team!
In this role, you will be responsible for managing a team of Customer Service Representatives, ensuring efficient daily operations by providing training, coaching, performance feedback, resolving escalated customer issues, and analyzing data to improve service quality and processes.
This is a remote / work-from-home position.
What You Will Do:
- 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 for the week.
- Perform QA monitoring to ensure customer satisfaction and accuracy.
- Perform side-by-side nesting silent monitoring.
- Utilize Enlighten and Nexidia for coaching opportunities.
- 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 established attendance policies and procedures.
- Create and deliver corrective action as needed for attendance, adherence, and policy violations.
- Assist with initial interviews for new hires as needed.
- Create and administer annual performance reviews.
- Facilitate team meetings.
- Keep senior management informed on all issues and problems.
- Creating ways to optimize procedures and keep staff motivated.
- Monitor daily activities and customer service queues to ensure efficient and timely service delivery across various communication channels.
- Analyze customer service data and feedback to identify areas for improvement, and help develop, implement new standards and procedures.
- Prepare reports, maintain documentation, and communicate with staff and management regarding customer service performance and issues.
What You Can Bring:
- High school diploma or equivalent; a college degree is preferred.
- 2 or more years of relevant management experience.
- Customer Service Experience with proven experience as a call center supervisor or similar supervisory position.
- Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, Teams, and general working knowledge of the Internet for business use.
- Knowledge of performance evaluation procedures.
- Outstanding communication and problem-solving skills.
- A result-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.
- Type 25-30 WPM.
- Ability to professionally handle and resolve escalated issues.
- Must maintain and/or exceed department KPI goals: Attendance, Average Handle Time, Adherence, Utilization, Contacts.
- Must possess excellent oral and written communication skills.
Applicable To All Employees of Globe Life Family of Companies:
How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:
Competitive compensation designed to reflect your expertise and contribution.
Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
Paid holidays and time off to support a healthy work-life balance.
Parental leave to help our employees welcome their new additions.
Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
Company-paid counseling for assistance with mental health, stress management, and work-life balance.
Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.