Disability Call Center Supervisor - 21419
About The Position
The US Customer Care Supervisor leads a service team that helps MetLife customers with questions about policies, features, and benefits, and processes customer requests and transactions. The supervisor ensures that each interaction provides a customer-centric experience consistent with GCS values and principles, while creating an engaged team environment and delivering strong customer satisfaction and business results. This is a virtual role, predominately performed from a home office, with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, and other needs. New hires should live within a commutable distance of the posted site. The position is full-time and listed as hybrid.
Requirements
- High school diploma or equivalent.
- Live within a commutable distance of the site where the role is posted.
- Ability to foster high morale and employee engagement in a fast-paced service operation subject to frequent change.
- Demonstrated commitment to diversity, integrity, and valuing contributions from associates at all organizational levels.
- Excellent interpersonal communication and coaching skills.
- Strong supervisory and leadership skills.
- Customer-focused approach and commitment to continuous improvement in service to internal and external customers.
- Problem-solving and decision-making skills, including the ability to manage multiple projects.
- Ability to manage change and support company-wide initiatives.
- Ability to work effectively as a member of a supervisory team.
- Knowledge of organizational operations, quality management principles, products and services, and those of related organizations and business partners.
- General understanding of company human resources policies and procedures.
Nice To Haves
- Two or more years of experience in insurance, financial services, healthcare, or another regulated industry.
- Experience using AI-assisted service tools such as CoPilot, automated summarization, or guided decision workflows.
- Experience handling escalations, complaints, or sensitive customer situations.
- Familiarity with authentication, data protection, and compliance standards in a regulated environment.
Responsibilities
- Supervise and lead customer care associates serving customers across a variety of MetLife products.
- Coach, motivate, develop, and hold associates accountable for performance and customer outcomes.
- Partner with recruiting to hire diverse talent with the customer orientation, skills, and knowledge needed to strengthen customer relationships and support profitable growth.
- Monitor associate calls and provide feedback on information quality, interaction quality, and adherence to procedures.
- Prepare associate performance appraisals and track performance trends to inform recognition and disciplinary actions.
- Ensure department compliance with applicable ERISA and HIPAA requirements and internal Quality Management Systems regulations and guidelines.
- Build effective relationships with peers and partners to foster collaboration and leverage resources across GCS and MetLife.
- Communicate clearly and coach associates so key business metrics are achieved.
Benefits
- Medical and prescription drug coverage
- Vision insurance
- Dental insurance
- No-cost short- and long-term disability coverage
- Company-paid life insurance
- Legal services
- Retirement pension funded entirely by MetLife
- 401(k) with employer matching
- Group discounts on voluntary insurance products, including auto, home, pet, critical illness, hospital indemnity, and accident insurance
- Employee Assistance Program (EAP)
- Digital mental health programs
- Parental leave
- Paid time off
- Paid holidays
- Volunteer time off
- Tuition assistance
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
