Job Summary

American Income Life Insurance Company is hiring a Customer Care Manager to work a hybrid work schedule working 3 days per week in office and 2 days remote

The responsibility of the Customer Service Manager to manage/drive local production and effectiveness of the Call Center Operations while facilitating the maximization of resources to achieve superior customer satisfaction, productivity, efficiencies and economic goals.

Primary Duties & Responsibilities

• Oversees daily activities of Customer Service Operations
• Maintaining up-to-date knowledge of industry developments and involvement in networks
• Interacts with Management to ensure smooth coordination of production workflow
• Enacts contingency plans as needed
• Ensures staffing levels are maintained with the proper employee mix
• Develops, implements and reviews ongoing performance results to targets
• Monitoring random calls to improve quality
• Minimize errors and track operative performance
• Participates in daily, weekly, monthly, and annual planning process as appropriate
• Maintains a favorable working relationship with all company employees to foster and promote a cooperative working environment
• Performs all necessary managerial functions to effectively and efficiently manage the personnel assigned.
• Reliable and predictable attendance of your assigned shift
• Ability to work Full-Time and/or Part-Time based on the specific position for which you're applying

• Analytical skills and audit background preferred
• Ability to manage multiple priorities and multitask
• Must have excellent leadership and people skills

Required Experience

• 5 years production and process improvement experience required
• Management experience including production standards, forecasting, financial analysis, scheduling, reporting, project management, and operations management.
• Experience managing, coaching, and developing staff
• Experience in production and/or product development environment
• Call Center management experience preferred

Required Experience:

• 5 years production and process improvement experience required
• Management experience including production standards, forecasting, financial analysis, scheduling, reporting, project management, and operations management.
• Experience managing, coaching, and developing staff
• Experience in production and/or product development environment
• Call Center management experience preferred
• Bachelor's degree in Management, Business Administration, or Finance.

About the Company:
Globe Life Inc.