Customer Service Operations Manager
7 days ago
Discover a rewarding career at Globe Life Family of Companies as a Customer Service Operations Manager. We are seeking an experienced leader to join our team in Waco, TX.
About the RoleThis is a remote role based out of our Waco, TX location. As a Customer Service Operations Manager, you will be responsible for overseeing daily activities of Customer Service Operations, answering questions from staff, and providing guidance and feedback.
Key Responsibilities- Oversee daily activities of Customer Service Operations.
- Answer questions from staff and provide guidance and feedback.
- Evaluate performance with key metrics.
- Maintain up-to-date knowledge of industry developments and involvement in networks.
- Interact with Sr. Management to ensure smooth coordination of production workflow.
- Enact contingency plans as needed.
- Ensure staffing levels are maintained with the proper employee mix.
- Develop, implement, and review ongoing performance results to targets.
- Monitor random calls to improve quality.
- Minimize errors and track operative performance.
- Participate in daily, weekly, monthly, and annual planning process as appropriate.
- Maintain a favorable working relationship with all company employees to foster and promote a cooperative working environment.
- 5+ years of production and process improvement experience required.
- Management experience, including production standards, operations, and evaluating performance.
- Experience managing, coaching, and developing staff.
- Call Center management experience preferred.
- High School Diploma.
- Analytical skills and an audit background are preferred.
- Ability to manage multiple priorities and multitask.
- Must have excellent organizational and leadership skills with a problem-solving ability.
- Knowledge of performance evaluations and customer service metrics.
- Outstanding communication and interpersonal skills.
- Must be organized, reliable and results driven.
Globe Life Family of Companies offers a comprehensive benefits package that includes:
- Comprehensive health, dental, and vision insurance plans.
- Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
- Wellness club reimbursements and gym discounts.
- Paid holidays and time off to support a healthy work-life balance.
- Development training programs to enhance your skills and career progression.
The estimated salary for this position is $85,000-$110,000 per year, depending on experience.
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