Customer Retention Supervisor - Remote

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Job description

Customer Retention Supervisor - Remote

Primary Duties & Responsibilities

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 Customer Retention Supervisor? Globe Life is looking for a Customer Retention Supervisor to join the team!

In this role, you will be responsible for supervising a team of Customer Retention Call Center Representatives including appraising work performance, monitoring rep performance, assisting reps in all daily phone and follow-up duties, and recording and tracking production levels and standards of each rep. The Customer Retention Supervisor will be responsible for handling difficult or escalated calls. They will act as a liaison between Customer Service and other departments for customer complaint resolution. Additionally, the Customer Retention Supervisor will communicate and analyze progress of programs and problems or concerns with the management team and assist with developing procedures and guidelines for the department.

This is a remote / work from home position.

What You Will Do:

• Oversee all aspects of Daily, Weekly, and Monthly metrics reporting while ensuring accuracy and timeliness.
• Responsible for the interviewing, hiring, and oversight of the recruiting and staff retention efforts.
• Conduct, write, and submit standard annual reviews in a timely manner to management.
• Maintain a fair, firm, and consistent coaching, development, and disciplinary policy with appropriate documentation.
• Conduct individual, team, and site level communication meetings in accordance with management's policies and protocols.
• Maintain, sign-off, and audit timecards for direct team members.
• Act as liaison between the Customer Retention Department and other departments for customer service resolutions.
• Handle difficult or escalated calls as necessary.
• Motivate and maintain a positive environment.
• Communicate and analyze progress of site-level objectives, programs, and/or problems or concerns with the Department Head.

What You Can Bring:

• High school diploma or equivalent, some College preferred.
• At least 2 years of combined Supervisor and/or Retention experience (Example: 1 Year Supervisor Experience + 1 Year Retention Experience = 2 Years).
• Experience in Life and/or Health Insurance issue preferred.
• Able to handle high stress situations calmly and with tact and professionalism.
• Strong people skills with the ability to motivate and promote a good working environment.
• Able to multi-task, handling production & quality goals set by the company.
• Strong decision-making skills with the ability to analyze situations and make logical conclusions.
• Must be able to maintain strict confidentiality.
• Must be self-reliant and self-assured to make independent decisions within the framework of the company protocol.
• Advanced PC skills with proficient use in Microsoft Office products (Excel, Word, PowerPoint and Outlook).
• Evaluate team members for advancement and demotion within the career path.

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 we believe that taking care of your well-being is fundamental to your performance.
• Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
• Wellness club reimbursements and gym discounts to help you stay on top of your health.
• Paid holidays and time off to support a healthy work-life balance.
• Parental leave to help our employees welcome their new additions.
• Development training programs to enhance your skills and career progression and unlock your full potential.

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.

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