Customer Care Supervisor (Remote)

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 Care Supervisor? Globe Life is looking for a Customer Care Supervisor to join the team!

The role is responsible for leading and motivating a team of customer service representatives while managing daily operations to achieve departmental goals and drive customer satisfaction. The supervisor will provide training, coaching, and performance feedback to support staff development, monitor adherence to company policies and procedures, and resolve escalated customer issues. Additionally, this role analyzes data to improve service quality and processes, maintains customer records, and serves as a liaison between the team and upper management.

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 KPIs are met, and monitor daily activities and customer service queues to ensure efficient, timely service delivery across various communication channels.
• Update, analyze, and prepare daily and monthly reports, maintain documentation, and communicate performance and issues to staff and management.
• Ensure timecard accuracy and sign off on payroll closing weeks.
• Perform QA monitoring and side-by-side nesting and silent monitoring to ensure customer satisfaction and accuracy.
• Utilize available tools and resources to identify and act on coaching opportunities.
• Answer questions from staff and provide guidance, feedback, and professional escalation resolution.
• Review and approve outgoing written communication from agents to customers.
• Ensure adherence to attendance, policies, and established procedures, and create and deliver corrective action as needed.
• Assist with initial interviews for new hires and create and administer annual performance reviews.
• Facilitate team meetings and keep senior management informed on all issues and concerns.
• Identify ways to optimize procedures, improve standards, and keep staff motivated.
• Analyze customer service data and feedback to identify areas for improvement and help develop and implement new standards and procedures.

What You Can Bring:

• High school diploma or equivalent; college degree preferred.
• 2 or more years of relevant call center supervisory or management experience.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams) and general Internet use for business purposes.
• Knowledge of performance evaluation procedures and KPI management, with the ability to maintain and/or exceed department goals including Attendance, Average Handle Time, Adherence, and Utilization.
• Excellent oral and written communication, problem-solving, and leadership skills.
• Result-oriented and forward-thinking with the ability to work well under pressure and collaborate effectively with others.
• Strong multitasking, time management, and organizational skills with the ability to prioritize competing deadlines.
• Ability to learn, adapt to change quickly, and professionally handle and resolve escalated issues.
• Professional demeanor with the ability to maintain confidentiality and be dependable and punctual.
• Schedule flexibility to meet call center hours of operation.
• Typing speed of 25–30 WPM.

Applicable To All Employees of Globe Life Family of Companies:

• Reliable and predictable attendance of your assigned shift.

• Ability to work full time and/or part time based on the position specifications.

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.