Customer Service Manager (Remote)

At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better.

Role Overview:

Could you be our next Customer Service Manager? American Income Life is looking for a Customer Service Manager to join the team!

The Customer Service Manager is responsible for leading, developing, and supporting the customer service team to ensure exceptional customer experience. This role oversees daily operations, implements service strategies, and ensures alignment with the organization’s missions, values, and goals. The customer service manager will oversee the contact center staff. The Customer Service Manager will work to achieve key department goals and initiatives. These include quality, efficiency, and projects assigned. The customer service manager works closely with other departments to resolve issues, improve processes, and promote a customer-first culture.

This is a Remote position located in Waco, TX.

What You Will Do:

• Manage a staff of employees for AIL.
• Manage day-to-day call center operations, ensuring efficient handling of inbound and outbound calls.
•  Lead, coach, and develop 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.
• Develop, implement, and review ongoing performance results.
• Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First call resolution, and customer satisfaction.
• Handle 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.
• Participate in daily, weekly, monthly, and annual planning processes as appropriate.
• Maintain a favorable working relationship with all company employees to foster and promote a cooperative working environment.
• Perform all necessary managerial functions to effectively and efficiently manage the personnel assigned.

What You Will Bring:

• Proven track record of training, developing, and managing contact center teams.
• Time management skills and the ability to prioritize in a high-volume environment.
•  Effective leadership and analytical skills.
• Strong communication skills (both verbal and written).
• Advanced skills in Microsoft Office Suite, specifically Word, Excel, Outlook, Teams, and general working knowledge of the Internet or business use.
• Ability to be results-oriented.
• Ability to set clear directions and expectations.
• Strong problem-solving skills.
•  Strong ability to mentor, develop, and motivate staff members.
• Ability  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.
• Knowledge of basics of staffing, scheduling, and capacity planning.
• Experience with  Call center software, reporting tools, and ticketing platforms.
• Experience with Change management guiding teams through organizational or procedural changes.
• Emotional intelligence.

How American Income Life Will Support You:

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at American Income Life:

• 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.

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At American Income Life, your voice matters.