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.

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 and 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.
• 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

• 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).
• 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 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 service levels for 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

The wage for this position is $67,000.00 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.