Call Center Supervisor

Location: Cary, NC. Virtual role with in-person training. New hires must live within a commutable distance of Cary, NC.

About the role

Through strong leadership, the US Customer Care Supervisor ensures that the service team offers a customer-centric experience on every call that is consistent with GCS values and principles, while assisting MetLife customers with questions on their policy, features, benefits, and executing on requests for transactions or processing. Create an environment that promotes a high level of engagement among associates and delivers superior customer satisfaction.

Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.

Responsibilities

• Supervise and lead a team of customer care associates who engage in providing service on a variety of MetLife products, ensuring a superior customer experience.
• Proactively coach, motivate, and develop associates to ensure their performance exceeds customer expectations. Hold them accountable for results.
• Partner with recruiting to acquire new and diverse talent into the service organization with the requisite customer orientation, skill set, and knowledge to build and strengthen customer relationships and drive profitable growth.
• Monitor associate calls and provide feedback on quality of information, interaction, and adherence to procedures.
• Create performance appraisals for associates, including tracking performance trends for recognition and disciplinary action.
• Ensure department compliance with all applicable ERISA, HIPAA, and internal Quality Management Systems regulations and guidelines.
• Foster collaboration among peers and with other partners by building effective, results-driven relationships to leverage resources across GCS and MetLife.

Requirements

• New hires must live a commutable distance from Cary, NC.
• 3+ years of call center experience.
• High School Diploma or GED equivalent.
• Full availability for training (September 9th to October 25th, Monday through Friday, 8 AM to 5 PM).
• Availability for shifts Monday through Friday, 8 AM to 11 PM ET. Some late shifts will be required (2:30 PM to 11 PM ET).
• Extensive knowledge of the Microsoft Office Suite (including Word and Excel).

Preferred Qualifications

• 3+ years of team leadership and/or manager experience in a call center.
• Experience analyzing performance reports and data.
• Ability to create a work environment that fosters high morale and employee engagement within a fast-paced, frequently changing service operation.
• Demonstrated commitment to diversity, integrity, and the value of contributions from associates at all levels.
• Excellent interpersonal communication and coaching skills to develop talent for the future.
• Strong supervisory and leadership skills.
• Commitment to continuous improvement in the level of service provided to internal and external customers.
• Demonstrated problem-solving and decision-making skills, along with the ability to manage multiple projects.
• Ability to manage change and support company-wide initiatives.
• Ability to work effectively as a member of a supervisory team.

Pay

$67,000 per year. This role is also eligible for annual short-term incentive compensation.

Benefits

MetLife offers a comprehensive benefits program including:

• Healthcare benefits
• Life insurance
• Retirement benefits
• Parental leave
• Legal plan services
• Paid time off

All incentives and benefits are subject to applicable plan terms.