Customer Care Manager-Hybrid (15862)

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Job description

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 Care Manager? American Income Life is looking for a Customer Care Manager to join the team!

In this role, you will be responsible for managing/driving production and effectiveness of the Call Center Operations while facilitating the maximization of resources to achieve superior customer satisfaction, productivity, efficiencies, and economic goals.

This is a hybrid position located in Waco, TX (WFH Monday & Friday, In Office Tuesday-Thursday).

What You Will Do:

• Oversees daily activities of Customer Service Operations.

• Answer questions from staff and provide guidance and feedback.

• Evaluate performance with key metrics.

• Maintaining up-to-date knowledge of industry developments and involvement in networks.

• Interacts with Sr. 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 extended hours as needed.

What You Can Bring:

• 5+ years of production and process improvement experience required.

• Management experience, including production standards, operations, and evaluating performance.

• Experience managing, coaching, and developing staff.

• Call Center management experience preferred.

• High School Diploma.

• Analytical skills and an audit background are preferred.

• Ability to manage multiple priorities and multitask.

• Must have excellent organizational and leadership skills with a problem-solving ability.

• Knowledge of performance evaluations and customer service metrics.

• Outstanding communication and interpersonal skills.

• Must be organized, reliable and results driven.

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:

• Comprehensive health, dental, and vision insurance plans because we believe that taking care of your well-being is fundamental to your performance.

• Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.

• Wellness club reimbursements and gym discounts to help you stay on top of your health.

• Paid holidays and time off to support a healthy work-life balance.

• Development training programs to enhance your skills and career progression and unlock your full potential.

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.

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