Manager, Customer Care

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🔥 4 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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GlobeLife

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

📚 Education

🔬 Science

Education • Science • Healthcare

GlobeLife is a collaborative university network created by Uppsala University and Karolinska Institutet to strengthen research and education in global health. It promotes multidisciplinary collaborations, organizes seminars and events, shares recordings and news, and connects researchers and partners to advance work toward the UN Sustainable Development Goals.

📋 Description

• Manages a staff of employees for AIL • Manages day-to-day call center operations, ensuring efficient handling of inbound and outbound calls • Leads, coaches, and develops staff members to ensure all departmental goals are met efficiently and effectively • Plan, create, and test/implement new strategies to improve production, process efficiencies, and reduce costs • Give presentations to Senior and Executive Management regarding department performance and insights • Use data-driven analysis to optimize contact center operations • Serve as a project manager or subject matter expert for the assigned teams or projects. • Develops, implements, and reviews ongoing performance results • Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First call resolution, and customer satisfaction • Handles customer escalated issues, ensuring timely resolution and a positive customer experience • Implement call center policies, procedures, and best practices to improve efficiency and service quality • Collaborate with workforce management to schedule staff and ensure adequate coverage • Provide regular performance feedback and conduct evaluations to support employee growth • Use data and call center metrics to identify trends, improve processes, and recommend solutions • Partner with cross-functional departments (IT operations, training, etc.) to address customer pain points and enhance overall service delivery • Champion a culture of accountability, teamwork, and continuous improvement • Participates in daily, weekly, monthly, and annual planning processes as appropriate • Maintains a favorable working relationship with all company employees to foster and promote a cooperative working environment • Performs all necessary managerial functions to effectively and efficiently manage the personnel assigned.

🎯 Requirements

• High School Diploma or equivalent required • Time management and prioritization in a high-volume environment • Proven track record of training, developing, and managing contact center teams • Effective leadership and analytical skills • Strong communication skills (both verbal and written) • Advanced in Microsoft Office Suite, specifically Word, Excel, Outlook, Teams, and general working knowledge of the Internet or business use. • Results-oriented • Ability to set clear directions and expectations • Strong problem-solving skills • Strong ability to mentor, develop, and motivate staff members • Should be able to exceed projected targets • Ability to manage multiple priorities and multitask • Must have strong leadership and people skills • In-depth knowledge of what the company offers so they can support both customer and team effectively • Knowledge of company policies, and customer privacy/security standards • Basics of staffing, scheduling, and capacity planning • Call center software, reporting tools, and ticketing platforms • Change management guiding teams through organizational or procedural changes • Emotional intelligence • Reliable and predictable attendance of your assigned shift • Ability to work full-time based on position specifications.

🏖️ Benefits

• 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 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.