Texas Mutual is deeply committed to creating and maintaining an environment of mutual respect and is proud to be an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to age, race, color, national origin, religion, sex, gender identity, sexual orientation, genetic information, veteran status, or any other basis protected by local, state, or federal law.
About this PositionAs Call Center Supervisor, you will coordinate and direct all call center staff activities, monitor productivity and quality of service, and prepare report analysis to ensure goals and performance standards of the department are met. You will manage the personnel, equipment, facilities and finances of assigned operations and ensure the coordination and support of the division's goals. In this role, you will report to the Senior Manager of Information Services.Responsibilities & Qualifications
In this role, you can expect to:
- Analyze complex processes that influence the customer experience and make improvement opportunity recommendations to management.
- Gather internal and external customer feedback and industry trends for dissemination to other company departments and management.
- Monitor work for accuracy, quality of services, productivity, and compliance and provide accurate feedback.
- Conduct planning and use of resources by establishing priorities and managing workload.
- Assist with escalated issues or cases by investigating causes and implementing solutions.
- Manage the employee training program to increase technical and business insight and improve the customer experience.
Required Qualifications:
- Bachelor’s degree or any equivalent education, training, and experience.
- At least four years of call center experience or equivalent education, training, and experience.
The base pay range is based on the market evaluation of the job and may include pay for multiple levels. Individual base pay within the range is determined by a variety of factors, including experience, performance, education, and demonstration of skills and competencies required for each role. Your recruiter can discuss the full value of our total compensation package with you, including our generous bonus plans and flex-hybrid work model.
Base Pay Range: $76,998.10 - $95,115.30 Per YearFlex-Hybrid Work Environment:Texas Mutual’s flex-hybrid schedule allows you to bring your best self to work by working remotely and collaborating in the office based on business needs. All Texas Mutual employees are required to have Texas residency and travel to their designated office as needed.
Our Benefits:Annual performance bonus and merit-based pay increase
Lifestyle Savings Account ($1,000 per year)
Automatic 4% employer contribution to retirement plan
401k plan with 100% employer match up to 6%
Student loan repayment matching in 401k plan
Three weeks’ time off for vacation
Nine paid holidays and two personal days each year
Day one health, Rx, vision and dental insurance
Life and disability insurance
Flexible spending account
Pet insurance and pet Rx discounts
Free on-site gym, fitness classes, and health and wellness resources
Free identity theft protection
Free student loan repayment and refinancing consultation
Professional development and tuition reimbursement
Employee referral bonus
Free onsite snacks
Skills Required
- Bachelor's degree or equivalent education, training, and experience
- At least four years of call center experience or equivalent education, training, and experience
What We Do
Texas Mutual Insurance Company, the state's leading workers' compensation provider, has a strong foundation of success. We insure 42% of the Texas workers' compensation market, which means that more than 72,000 business owners rely on us to keep their 1.5 million workers safe on the job every day. Our exceptional employees answer the call by providing strategic safety services, top-notch medical care coordination if an accident occurs, claims handling designed to get workers well and back on the job, a zero-tolerance fraud policy and more. We provide our employees with the training, technology, tools and support needed to deliver top-tier service. Our competitive salaries, award-winning benefits package, and employee recognition programs are just a few of the reasons our average employee tenure is 10 years. We empower career growth with our professional development opportunities, and support our employees' efforts to make a difference in the communities in which they live. Texas Mutual is always seeking talented, dedicated people to join its team. Read more about why so many choose to work with us at texasmutual.com/careers
