Customer Care ManagerHybrid

3 weeks ago

Waco, United States Globe Life Full time

Job Summary

American Income Life Insurance Company is hiring a Customer Care Manager to work a hybrid work schedule working 3 days per week in office and 2 days remote

The responsibility of the Customer Service Manager to manage/drive local production and effectiveness of the Call Center Operations while facilitating the maximization of resources to achieve superior customer satisfaction, productivity, efficiencies and economic goals .

Primary Duties & Responsibilities

  • Oversees daily activities of Customer Service Operations
  • Maintaining up-to-date knowledge of industry developments and involvement in networks
  • Interacts with Management to ensure smooth coordination of production workflow
  • Enacts contingency plans as needed
  • Ensures staffing levels are maintained with the proper employee mix
  • Develops, implements and reviews ongoing performance results to targets
  • Monitoring random calls to improve quality
  • Minimize errors and track operative performance
  • Participates in daily, weekly, monthly, and annual planning process 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.
  • Reliable and predictable attendance of your assigned shift
  • Ability to work Full-Time and/or Part-Time based on the specific position for which you're applying

Required Skills

  • Analytical skills and audit background preferred
  • Ability to manage multiple priorities and multitask
  • Must have excellent leadership and people skills

Required Experience

  • 5+ years production and process improvement experience required
  • Management experience including production standards, forecasting, financial analysis, scheduling, reporting, project management, and operations management.
  • Experience managing, coaching, and developing staff
  • Experience in production and/or product development environment
  • Call Center management experience preferred

Required Experience

  • 5+ years production and process improvement experience required
  • Management experience including production standards, forecasting, financial analysis, scheduling, reporting, project management, and operations management.
  • Experience managing, coaching, and developing staff
  • Experience in production and/or product development environment
  • Call Center management experience preferred
  • Bachelor's degree in Management, Business Administration, or Finance preferred.

Qualifications:

  • Analytical skills and audit background preferred
  • Ability to manage multiple priorities and multitask
  • Must have excellent leadership and people skills

Required Experience

  • 5+ years production and process improvement experience required
  • Management experience including production standards, forecasting, financial analysis, scheduling, reporting, project management, and operations management.
  • Experience managing, coaching, and developing staff
  • Experience in production and/or product development environment
  • Call Center management experience preferred

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