Customer Service Supervisor

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:

• 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.