Call Center Supervisor 11.1.24

Description and Requirements
Role Value Proposition:
The Call Center supervisor will be responsible for managing a team of 17 plus associates working in a fast paced and demanding environment. The associates will be responsible for initiating new claims and servicing existing claims for a large customer base. This includes offering a positive customer experience and driving success through best practice, customer education and call ownership. In addition, the Supervisor will be responsible for employee satisfaction, growth, and development for the team.
This includes:

• Being able to understand and coach to successes and areas of opportunity from a scorecard standpoint.
• Assisting the team with resolving customer escalated calls and coaching to any opportunity identified.
• Conduct monthly call monitors with results being reviewed during 1/1 setting.
• Facilitate weekly team huddles and monthly 1/1's.
• Evaluate associates for end of year performance appraisals.
• Monitor associate attendance through use of Call Center Attendance policy.
• Assist with new hire interview process.
• Working with peers to identify and share best practice.

Job Title: Call Center Supervisor
Location: Cary, NC. Virtual Role with In-Person Training. New hires must live within a commutable distance of Cary, NC.
Summary of Responsibilities :
Through strong leadership, the US Customer Care Supervisor ensures that the service team offers a customer-centric experience on every call that is consistent with GCS values and principles, while assisting MetLife customers with questions on their policy, features, benefits and executing on requests for transactions or processing. Create an environment that promotes a high level of engagement among associates and delivers on superior customer satisfaction. Clearly communicate with and coach associates to ensure key business metrics are delivered.
Principal Responsibilities:

• 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..

• 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 our customer's expectations. Hold them accountable for those results..

• Partner with recruiting to acquire new and diverse talent into the service organization with the requisite customer orientation, skill set and knowledge to build and strengthen customer relationships and drive profitable growth.

• Monitor associate calls and provide feedback on quality of information, quality of interaction and following appropriate procedures. .

• Create performance appraisals for associates, including tracking performance trends for determination of 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.

Knowledge/Skills/Competencies
Required:

• New hires should live a commutable distance from the site the role is posted in.
• 3+ years of call center experience.
• High School Diploma or GED Equivalent.
• Full availability for training in office for 5 weeks starting on 11.1.24.
• 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).

Preferred:

• 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 & employee engagement within a service operation that is fast paced and subject to frequent change.

• Demonstrated commitment to diversity, integrity and value of the contributions of associates at all levels in the organization.

• Demonstrated excellent interpersonal communication and coaching skills to develop talent for the future.

• Strong supervisory/leadership skills and abilities.

• Commitment to continuous, ongoing improvement in the level of service provided to internal and external customers .

• Demonstrated problem solving and decision-making skills along with the ability to manage multiple projects.

• Ability to manage change and to support company-wide initiatives.

• Ability to work effectively as a member of a supervisory team.

Business Category
Global Customer Service & Operations
Number of Openings
3
The wage for applicants in this position is $67,000.00 per year. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to applicable plan terms.
At MetLife, we are leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we are dedicated to making a difference in the lives of our customers.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" as well as the 2024 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.