Customer Service Operations Manager

7 days ago


Waco, Texas, United States Globe Life Family of Companies Full time

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 Role

This 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.
What You'll Bring
  • 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.
About Us

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.
Salary

The estimated salary for this position is $85,000-$110,000 per year, depending on experience.



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