Customer Service Supervisor

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.

Role Overview:

Could you be our next Customer Service Supervisor? Globe Life is looking for a Customer Service Supervisor to join the team! 

The Customer Service Supervisor must possess great communication skills while being able to lead and motivate their team. The supervisor must be organized, reliable and have the ability to lead and manage a team of Customer Service Representatives to produce results.

This individual is responsible for managing the day to day operations to ensure department KPI’s are met. They must be able to work well with others while ensuring tasks are being met in order to achieve team objectives and goals. The supervisor must monitor agents to provide necessary feedback to ensure company policies and procedures are being met. 

This is a remote / work from home position.  

What You Will Do: 

• 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 weeks.  
• Perform QA monitoring to ensure customer satisfaction and accuracy. Also perform side by side nesting and silent monitoring.  
• 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 policies for attendance and established policies and procedures.  
• Create and deliver corrective action as needed for attendance, adherence, and policy violations.  
• Assist with initial interviews for new hires.  
• Create and administer annual performance reviews. 
• Facilitate team meetings. 
• Keep senior management informed on all issues and problems. 
• Create ways to optimize procedures and keep staff motivated. 

What You Can Bring: 

• High school diploma or equivalent.   
• 4-5 years of relevant management experience. 
• College Degree (Preferred). 
• Customer Service Experience with proven experience as a call center supervisor or similar supervisory position.  
• Working knowledge of MS Office.  
• Knowledge of performance evaluation procedures. 
• Outstanding communication and problem-solving skills. 
• A results- 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. 

Applicable To All Employees of Globe Life Family of Companies:

• Reliable and predictable attendance of your assigned shift.

• Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You:

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:

• 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.

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.