Globe Life · 2 days ago
Customer Service Supervisor
United States
Full-time
Remote
Entry, Mid Level
2+ years expGlobe Life is a company committed to empowering employees and fostering a caring and innovative culture. They are seeking a Customer Service Supervisor responsible for managing a team of Customer Service Representatives, ensuring efficient operations, training staff, and analyzing data to improve service quality.
Financial ServicesInsurance
Responsibilities
Develop a high-performing team by coaching, mentoring, and training customer service representatives
Ensure KPI’s are met
Update and analyze daily & monthly reports
Ensure timecard accuracy and sign off on payroll closing for the week
Perform QA monitoring to ensure customer satisfaction and accuracy
Perform side-by-side nesting silent monitoring
Utilize Enlighten and Nexidia for coaching opportunities
Answer questions from staff and provide guidance and feedback
Resolve escalations professionally
Review and approve outgoing written communication from agents to customers
Ensure adherence to established attendance policies and procedures
Create and deliver corrective action as needed for attendance, adherence, and policy violations
Assist with initial interviews for new hires as needed
Create and administer annual performance reviews
Facilitate team meetings
Keep senior management informed on all issues and problems
Creating ways to optimize procedures and keep staff motivated
Monitor daily activities and customer service queues to ensure efficient and timely service delivery across various communication channels
Analyze customer service data and feedback to identify areas for improvement, and help develop, implement new standards and procedures
Prepare reports, maintain documentation, and communicate with staff and management regarding customer service performance and issues
Qualification
Required
High school diploma or equivalent; a college degree is preferred
2 or more years of relevant management experience
Customer Service Experience with proven experience as a call center supervisor or similar supervisory position
Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, Teams, and general working knowledge of the Internet for business use
Knowledge of performance evaluation procedures
Outstanding communication and problem-solving skills
A result-oriented and forward-thinking approach
Ability to work under pressure as well as work well with others
Ability to multitask and prioritize competing priorities to meet deadlines
Excellent time management skills
Ability to learn and adapt to change quickly
Superb organizational and leadership skills
Schedule flexibility to meet call center hours of operation
Must be dependable and punctual to ensure call center needs are met
Must be professional with the ability to maintain confidentiality
Type 25-30 WPM
Ability to professionally handle and resolve escalated issues
Must maintain and/or exceed department KPI goals: Attendance, Average Handle Time, Adherence, Utilization, Contacts
Must possess excellent oral and written communication skills
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 and pension 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.
Company
Globe Life
Globe Life is an insurance company.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$250M2024-08-15Post Ipo Debt· $250M
2019-08-09IPO
Leadership Team
Frank Svoboda
Executive Vice President and Chief Financial Officer
Recent News
PR Newswire
2025-11-07
2025-10-29
Company data provided by crunchbase