Customer Service Supervisor
Globe Life Inc.

Job Info

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JOB SUMMARY

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.

PRIMARY DUTIES & 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 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.

This job has expired.