Job Listings

AM / Customer Retention Supervisor

3700 S. Stonebridge Dr., McKinney, Texas
Job number: 14980

Job Description:

AM / Customer Retention Supervisor

Primary Duties & Responsibilities

Supervise a team of Customer Retention Call Center Representatives; appraise work performance, monitor, and 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.  

Job Duties:

  • FT AM: Monday – Friday 8:00am to 5:00pm
  • Manage new hire representatives, call performance and coaching/training
  • Ensure each rep has had the proper training prior to being placed on call floor
  • Set team performance goals/metrics to achieve optimal production
  • Develop/coach reps to ensure that all departmental goals are met efficiently and effectively
  • Ensure that tests and policy changes instituted by department perform as expected, while identifying and eliminating the cause of any adverse trends
  • Create and maintain all training materials for the Customer Retention conservation efforts.
  • Provide both classroom and on-the-job training on all products and services associated with the Customer Retention, including sales techniques, use of computers and software, interpersonal skills, quality & process issues, and product knowledge
  • Conduct in-depth training and frequent touch-points for employees in their orientation period as well as continuing education for current employees.
  • Ensure that all new hires complete mandatory surveys and testing


Required Skills

Required Skills:

  • Identify underperforming reps and perform additional refresher training
  • Communicate with the quality monitoring team to receive feedback regarding representatives call quality
  • Communicate with each and every rep in a professional and respectful manner
  • Communicate with other departments to ensure that all retention/conservation procedures are followed/deployed
  • Communicate with other call center functions (Customer Service, QAC, GCCS) to ensure best practice policies are followed
  • Handle difficult or escalated calls for all reps
  • Research training methods
  • Monitor, audit and score representative’s calls (silent, live and side by side)
  • Complete monthly report cards and Performance Evaluations as well as handle disciplinary actions
  • Evaluate new employees for advancement to next level of career path

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 specific position for which you're applying

Required Knowledge & Experience

Required Experience:

  • High school diploma or equivalent
  • College degree preferred
  • Previous training/teaching experience required


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.