Customer Care Manager

Job not on LinkedIn

🕒 July 29

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

GlobeLife

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

📚 Education

🔬 Science

🏥 Healthcare

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

• Manage a staff of employees for AIL • Manage day-to-day call center operations, including inbound and outbound calls • Lead, coach, and develop staff to meet departmental goals • Plan, create, test, and implement strategies to improve production and process efficiency and reduce costs • Present department performance and insights to Senior and Executive Management • Use data-driven analysis and contact center metrics to optimize operations • Serve as project manager or subject matter expert for assigned teams or projects • Develop, implement, and review ongoing performance results • Monitor KPIs including AHT, adherence, quality, service levels, first-call resolution, and customer satisfaction • Handle escalated customer issues and ensure timely resolution • Implement call center policies, procedures, and best practices • Collaborate with workforce management on staffing and coverage • Provide performance feedback and conduct evaluations • Identify trends, improve processes, and recommend solutions • Partner with IT operations, training, and other cross-functional departments • Champion accountability, teamwork, and continuous improvement • Participate in daily, weekly, monthly, and annual planning • Maintain cooperative working relationships across the company • Perform managerial functions for assigned personnel

🎯 Requirements

• High School Diploma or equivalent required • Proven ability to lead, mentor, motivate, and develop contact center teams • Strong verbal and written communication skills • Effective analytical thinking and strong problem-solving abilities • Advanced Microsoft Office Suite skills (Word, Excel, Outlook, Teams) • Familiarity with call center software, reporting tools, and ticketing platforms • Experience with staffing, scheduling, capacity planning, and change management • Results-oriented with ability to set clear expectations and exceed targets • Strong time management and ability to handle multiple priorities in a high-volume environment • Knowledge of company policies and customer privacy/security standards • Ability to navigate team dynamics and organizational change with empathy

🏖️ Benefits

• Competitive compensation designed to reflect your expertise and contribution • Comprehensive health, dental, and vision insurance plans • Robust life insurance benefits • Retirement plans, including company-matched 401k plan • Paid holidays and time off • Parental leave • Subsidized all-in-one subscriptions supporting fitness, mindfulness, nutrition, and sleep goals • Company-paid counseling for mental health, stress management, and work-life balance • Continued education reimbursement eligibility • Company-paid FLMI and ICA courses • Discounted Texas Rangers tickets