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 aligns with GCS values and principles. This role supports MetLife customers with policy questions, features, benefits, and transaction processing while fostering an environment that promotes high engagement and superior customer satisfaction.

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

Responsibilities

• Supervise and lead a team of customer care associates providing service on a variety of MetLife products to ensure a superior customer experience.
• Proactively coach, motivate, and develop associates to exceed customer expectations and hold them accountable for results.
• Partner with recruiting to acquire diverse talent with the customer orientation, skills, and knowledge needed to strengthen customer relationships and drive growth.
• Monitor associate calls and provide feedback on quality of information, interaction, and adherence to procedures.
• Create performance appraisals for associates, track performance trends, and determine recognition or disciplinary action.
• Ensure department compliance with ERISA, HIPAA, and internal Quality Management Systems regulations.
• Foster collaboration among peers and partners to build effective, results-driven relationships 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 managerial experience in a call center.
• Experience analyzing performance reports and data.
• Ability to foster a work environment that promotes high morale and engagement in a fast-paced, changing service operation.
• Demonstrated commitment to diversity, integrity, and valuing contributions from all levels of the organization.
• Excellent interpersonal communication and coaching skills to develop future talent.
• Strong supervisory and leadership abilities.
• Commitment to continuous improvement in service for internal and external customers.
• 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 benefits
• Life insurance
• Retirement benefits
• Parental leave
• Legal plan services
• Paid time off

All incentives and benefits are subject to applicable plan terms.