Company: Globe Life
Job description: 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. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.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 Policy Services Supervisor? Globe Life is looking for a Policy Services Supervisor to join the team!In this role, you will be 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 to achieve team objectives and goals. The supervisor must monitor clerks 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 Policy Service Representatives.
- Serve as a project manager or subject matter expert for the assigned line of business
- 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 & external department 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 clerks 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 staff members.
- Write and perform annual reviews.
- Facilitate team meetings.
- Give presentations to Senior and Executive Management regarding department performance and insights.
- Assist in managing contact center
- Keep senior management informed on all issues and problems.
- Create ways to optimize procedures and keep staff motivated.
- Assist with important department and company initiatives, on an as needed basis.
- High school diploma or equivalent; Bachelor’s degree preferred.
- 4-5 years of relevant management experience.
- 3+ years minimum work experience in Policy Services or equivalent work experience.
- Documentation of consistently exceptional performance evaluations.
- No record of attendance or KPI issues within the last calendar year.
- Customer Service Experience with proven experience as a call center supervisor or similar supervisory position.
- Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, knowledge of both mainframe & Eservice policy administration systems and general working knowledge of Internet for business use. Ability to learn new computer systems.
- 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, verbal & written communication 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 department and team needs are met.
- Must be professional with the ability to maintain confidentiality.
- Reliable and predictable attendance of your assigned shift.
- Ability to work full time and/or part time based on the position specifications.
- 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.
Expected salary:
Location: McKinney, TX
Apply for the job now! Apply Now