Supervisor, CSC Operations
About The Position
The Supervisor, CSC Operations leads and develops team members to achieve service, quality, productivity, and compliance objectives. This role manages daily contact center operations, including workload distribution, queue management, staffing adjustments, and service-level performance. The supervisor monitors operational, customer, and employee metrics, analyzes trends, addresses escalated issues, and implements solutions and continuous-improvement initiatives. The position partners with Workforce Management and business stakeholders to improve staffing, resource allocation, and operational effectiveness. It also supports training and development, performance management, compliance, strategic initiatives, technology adoption, automation, and cross-functional projects. This is a remote role performed from the employee’s home within the continental United States, with occasional office visits possible when business needs require them.
Requirements
- Associate's degree in a related field, or an equivalent combination of education and experience.
- At least 3 years of job-related experience, including 2 years in a customer service or customer service center environment.
- At least 3 years in a leadership, senior, or supervisory capacity in a diverse work environment.
- Proficiency in Windows-based software, including Microsoft Word and Excel.
- Knowledge of contact center operations, workforce management principles, and service-level performance metrics.
- Ability to lead, coach, develop, and hold employees accountable for performance and business results.
- Analytical and problem-solving skills, including the ability to interpret data, identify trends, and implement effective solutions.
- Knowledge of quality assurance, continuous-improvement methodologies, and operational best practices.
- Understanding of regulatory requirements, audit standards, and risk management.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with business technologies, reporting tools, and process automation solutions.
Nice To Haves
- Bachelor's degree in a related field.
- Broad knowledge of Aflac products, services, and systems.
Responsibilities
- Lead, coach, and develop team members to achieve service, quality, productivity, and compliance objectives.
- Manage daily operations, including workload distribution, queue management, staffing adjustments, and service-level performance.
- Provide performance feedback, conduct evaluations, and administer performance improvement and corrective action processes.
- Identify employee training and development needs and support ongoing skill enhancement.
- Partner with Workforce Management and business stakeholders to optimize staffing, resource allocation, and operational effectiveness.
- Monitor operational, customer, and employee performance metrics; analyze trends and implement solutions to improve results.
- Drive continuous-improvement initiatives through process evaluation, root-cause analysis, and implementation of operational enhancements.
- Resolve escalated customer, employee, and operational issues while ensuring a high-quality customer experience.
- Ensure compliance with company policies, regulatory requirements, audit standards, and documentation requirements.
- Support strategic initiatives, technology adoption, automation efforts, and cross-functional projects that improve efficiency, service delivery, and business performance.
- Perform other related duties as required.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Prescription drug coverage
- Health care flexible spending
- Dependent care flexible spending
- Aflac supplemental Accident, Cancer, Critical Illness, and Hospital Indemnity policies at no cost to the employee
- 401(k) plans
- Annual bonuses
- Opportunity to purchase company stock
- 11 paid holidays annually
- Up to 20 days of PTO annually
- State-mandated sick leave, if eligible
- Other leaves of absence, if eligible, including adoption and parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
