Globe Life · 9 hours ago
Customer Service - M1
Waco01-1200-Wooded Acres
Full-time
Onsite
Senior LevelAmerican Income Life is committed to empowering its employees with support and opportunities for success. The Customer Service - M1 role involves managing call center operations, leading staff development, and implementing strategies to enhance service quality and efficiency.
Financial ServicesInsurance
Responsibilities
Manages a staff of employees for AIL
Manages day-to-day call center operations, ensuring efficient handling of inbound and outbound calls
Leads, coaches, and develops staff members and management to ensure that all departmental goals are met efficiently and effectively
Develop succession plans to prep employees and reduce impacts resulting from turnover
Write and perform annual reviews for staff members
Plan, create, and test/implement new strategies to improve production, process efficiencies, and reduce costs
Give presentations to Senior and Executive Management regarding department performance and insights
Use data-driven analysis to optimize contact center operations
Assist in managing contact center expenses to ensure alignment with projections
Serve as a project manager or subject matter expert for the assigned line of business
Develops, implements, and reviews ongoing performance results
Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First call resolution, and customer satisfaction
Handles customer escalated issues, ensuring timely resolution and a positive customer experience
Implement call center policies, procedures, and best practices to improve efficiency and service quality
Collaborate with workforce management to schedule staff and ensure adequate coverage
Provide regular performance feedback and conduct evaluations to support employee growth
Use data and call center metrics to identify trends, improve processes, and recommend solutions
Partner with cross-functional departments (IT operations, training, etc.) to address customer pain points and enhance overall service delivery
Champion a culture of accountability, teamwork, and continuous improvement
Participates in daily, weekly, monthly, and annual planning processes 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
Qualification
Required
Manages a staff of employees for AIL
Manages day-to-day call center operations, ensuring efficient handling of inbound and outbound calls
Leads, coaches, and develops staff members and management to ensure that all departmental goals are met efficiently and effectively
Develop succession plans to prep employees and reduce impacts resulting from turnover
Write and perform annual reviews for staff members
Plan, create, and test/implement new strategies to improve production, process efficiencies, and reduce costs
Give presentations to Senior and Executive Management regarding department performance and insights
Use data-driven analysis to optimize contact center operations
Assist in managing contact center expenses to ensure alignment with projections
Serve as a project manager or subject matter expert for the assigned line of business
Develops, implements, and reviews ongoing performance results
Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First call resolution, and customer satisfaction
Handles customer escalated issues, ensuring timely resolution and a positive customer experience
Implement call center policies, procedures, and best practices to improve efficiency and service quality
Collaborate with workforce management to schedule staff and ensure adequate coverage
Provide regular performance feedback and conduct evaluations to support employee growth
Use data and call center metrics to identify trends, improve processes, and recommend solutions
Partner with cross-functional departments (IT operations, training, etc.) to address customer pain points and enhance overall service delivery
Champion a culture of accountability, teamwork, and continuous improvement
Participates in daily, weekly, monthly, and annual planning processes 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
Time management and prioritization in a high-volume environment
Proven track record of training, developing, and managing contact center teams
Effective leadership and analytical skills
Strong communication skills (both verbal and written)
Advanced in Microsoft Office Suite, specifically Word, Excel, Outlook, Teams, and general working knowledge of the Internet or business use
Results-oriented
Ability to set clear directions and expectations
Strong problem-solving skills
Strong ability to mentor, develop, and motivate staff members
Should be able to exceed projected targets
Ability to manage multiple priorities and multitask
Must have strong leadership and people skills
In-depth knowledge of what the company offers so they can support both customer and team effectively
Knowledge of company policies, and customer privacy/security standards
Basics of staffing, scheduling, and capacity planning
Call center software, reporting tools, and ticketing platforms
Change management guiding teams through organizational or procedural changes
Emotional intelligence
Reliable and predictable attendance of your assigned shift
Ability to work full-time and/or part-time based on position specifications
Benefits
Competitive compensation designed to reflect your expertise and contribution.
Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
Robust life insurance benefits and retirement plans, including company-matched 401k plan.
Paid holidays and time off to support a healthy work-life balance.
Parental leave to help our employees welcome their new additions.
Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
Company-paid counseling for assistance with mental health, stress management, and work-life balance.
Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Company
Globe Life
Globe Life is an insurance company.
Founded in 1951
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$250M2024-08-15Post Ipo Debt· $250M
2019-08-09IPO
Leadership Team
Frank Svoboda
Executive Vice President and Chief Financial Officer
Recent News
PR Newswire
2025-11-07
2025-10-29
Company data provided by crunchbase