Customer Care Manager

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🔥 42 minutes ago

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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, ensuring efficient handling of inbound and outbound calls. • Lead, coach, and develop 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. • Develop, implement, and review ongoing performance results. • Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First call resolution, and customer satisfaction. • Handle 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. • 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 (Word, Excel, Outlook, Teams); familiarity with call center software, reporting tools, and ticketing platforms. • Staffing, scheduling, capacity planning, and change management experience. • Results-oriented with the 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 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.