Customer Care Supervisor

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Globe Life

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1900

💼 Consulting

🏥 Healthcare

🛡️ Insurance

💰 $250M Post-IPO Debt - Globe Life on 2024-08

Consulting • Healthcare • Insurance

Globe Life is a U. S. -based life insurance company that provides individual life insurance policies and related products through a network of agents and direct channels. The company emphasizes customer service, agent careers, and long-term financial protection for families, and is financially rated by independent analysts for strength and stability.

📋 Description

• Lead and motivate a team of customer service representatives • Coach, mentor, and train customer service representatives • Monitor KPIs, daily activities, and customer service queues across communication channels • Prepare daily and monthly reports and maintain documentation • Communicate performance and issues to staff and management • Ensure timecard accuracy and sign off on payroll closing weeks • Perform QA monitoring, side-by-side nesting, and silent monitoring • Identify and act on coaching opportunities • Answer staff questions and resolve escalated issues • Review and approve agents' outgoing written customer communications • Ensure adherence to attendance, policies, and procedures • Create and deliver corrective action as needed • Assist with initial interviews for new hires • Create and administer annual performance reviews • Facilitate team meetings and keep senior management informed • Optimize procedures, improve standards, and motivate staff • Analyze customer service data and feedback to implement improved standards and procedures

🎯 Requirements

• High school diploma or equivalent required; college degree preferred • 2 or more years of relevant call center supervisory or management experience • Proficiency in Microsoft Office Suite: Word, Excel, Outlook, and Teams • General Internet use for business purposes • Knowledge of performance evaluation procedures and KPI management • Ability to maintain or exceed department goals for Attendance, Average Handle Time, Adherence, and Utilization • Excellent oral and written communication, problem-solving, and leadership skills • Ability to work well under pressure and collaborate effectively • Strong multitasking, time management, and organizational skills • Ability to prioritize competing deadlines • Ability to learn and adapt quickly to change • Ability to professionally handle and resolve escalated issues • Professional demeanor and ability to maintain confidentiality • Dependable and punctual • Schedule flexibility to meet call center operating hours • Typing speed of 25–30 WPM • Reliable and predictable attendance for the assigned shift • Ability to work full time and/or part time based on position specifications

🏖️ 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 and pension 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