Call Center Supervisor

About the role

This is a virtual role with in-person training; new hires must live within a commutable distance of Cary, NC. The US Customer Care Supervisor leads a team that delivers a customer-centric experience aligned with GCS values and MetLife policies, assisting customers with policy questions, benefits, and transaction requests.

Responsibilities

• Supervise and lead a team of customer care associates handling a variety of MetLife products to ensure superior customer experience.
• Proactively coach, motivate, and develop associates to exceed customer expectations and hold them accountable for results.
• Partner with recruiting to attract diverse talent with strong customer orientation and skills.
• Monitor associate calls and provide feedback on quality, interaction, and procedural compliance.
• Create performance appraisals, track performance trends, and determine recognition or disciplinary actions.
• Ensure department compliance with ERISA, HIPAA, and internal Quality Management Systems regulations.
• Foster collaboration among peers and partners to leverage resources across GCS and MetLife.

Requirements

• 3+ years of call center experience.
• High School Diploma or GED equivalent.
• Full availability for training from 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, including some late shifts (2:30 PM to 11 PM ET).
• Extensive knowledge of Microsoft Office Suite (Word, Excel).
• Must live within a commutable distance of Cary, NC.

Preferred Qualifications

• 3+ years of team leadership and/or manager experience in a call center.
• Experience analyzing performance reports and data.
• Ability to foster high morale and employee engagement in a fast-paced, changing environment.
• Demonstrated commitment to diversity, integrity, and valuing contributions at all levels.
• Excellent interpersonal communication and coaching skills to develop talent.
• Strong supervisory and leadership abilities.
• Commitment to continuous service improvement.
• Demonstrated problem-solving, decision-making, and multi-project management skills.
• Ability to manage change and support company-wide initiatives.
• Ability to work effectively as part of a supervisory team.

Pay

$67,000 per year, plus eligibility for annual short-term incentive compensation.

Benefits

MetLife offers a comprehensive benefits program including healthcare, life insurance, retirement benefits, parental leave, legal plan services, and paid time off. All incentives and benefits are subject to applicable plan terms.