Supervisor Customer Service

WoodmenLife•Omaha, NE

About The Position

WoodmenLife is looking to hire a Supervisor Customer Service to join our team! In this role, you will be responsible for providing quality and efficient service to WoodmenLife’s Sales Force, members and customers through efficient workflow and supervision of associates to include their selection, motivation, development, and evaluation. Responsible for inbound Sales and member telephone service as well as outbound calls to other insurance companies, vendors, members, and the Sales Force. Responsible for the hiring and selection of new associates to work in the Customer Service Teams, and ongoing development of all new hires. WoodmenLife is one of the best places to work in Omaha, with more than 135 years of service rooted in purpose and community. Since 1890, WoodmenLife has been dedicated to helping hardworking Americans secure their families’ financial futures and leave a lasting legacy. As a purpose‑driven, not‑for‑profit life insurance company, our commitment is to our members and the communities they call home. As a member of the WoodmenLife family, you’ll join others who share a commitment to family, community, and country. We offer a comprehensive benefits package including health, dental, vision, 401(k), life insurance, and more. Apply today to learn more! We are looking for someone to: Leads the hiring process for recruiting in Customer Service One, Two and Three teams. This includes scheduling with Human Resources, completing call simulation interview, realistic job preview tour, analyzing results with Human Resources and selection of new hires. Monitors new hire performance closely while in training, measuring performance results, as well as coaching, developing and motivating associates to deliver results. Leads new hire buddy program. Provides leadership and direction to team and Customer Service by emulating excellent time management skills and delegating where appropriate to meet all deadlines. Possesses knowledge of WoodmenLife products. Possesses in-depth knowledge of policies and procedures for area or knows who to contact to get results. Possesses knowledge of Core Operation’s, Sales and Fraternal processes to accurately provide service to the Sales Representatives and members. Demonstrates knowledge of Customer Service technology such as the Cisco call management, Supervisor Finesse and Jabber, workforce management and Webstation, IVR, and Calabrio call monitoring system. Coaches, develops, and evaluates team members using appropriate performance management and recognition processes. Continually reviews and analyzes the workflow to provide efficient service and makes recommendations for changes that enhance the process, improve customer service, and reduce costs. Creates a learning environment leading to the most efficient and effective work processes. Implements and communicates changes using change management skills. Accountable for achieving service level expectations for customers. Creates a motivated team environment to encourage staff retention. Focuses on best practices, innovation, and exceptional service to members. Continuously looks for ways to exceed customer expectations, implementing strategies that invoke a clear vision for the future. Accountable for achieving service level expectations for customers. Creates a motivated team environment focused on demonstrating a growth mindset, innovation, and stellar service to our customers. Continuously looks for ways to exceed customer expectations, implementing strategies that align with WoodmenLife’s core values. Meets expectations for attendance and punctuality in accordance with the expectations established by your supervisor and Woodmen policy. Performs other duties as assigned by management.

Requirements

Previous supervisory experience required. Call center supervisory experience preferred.
Previous industry experience in insurance or financial services customer service and/or operational environment required.
College degree or equivalent experience preferred.
Previous experience resolving complex customer issues and managing customer relationships required.
Excellent written and verbal communication skills including ability to listen effectively, present information and problem solve.
Demonstrate ability to maintain open communication, give and receive constructive feedback, and build effective relationships.
Excellent customer service, analytical, decision-making, and attention to detail skills are required.
Good organizational skills, with the ability to manage and prioritize multiple projects to effectively meet deadlines.
Demonstrates leadership credibility by caring for people, displaying courage, character, competence, and composure.
Ability to provide seamless, trustworthy, attentive, and resourceful (S.T.A.R.) customer service.

Nice To Haves

College degree or equivalent experience preferred.
Previous supervisory experience required. Call center supervisory experience preferred.

Responsibilities

Leads the hiring process for recruiting in Customer Service One, Two and Three teams.
Monitors new hire performance closely while in training, measuring performance results, as well as coaching, developing and motivating associates to deliver results.
Leads new hire buddy program.
Provides leadership and direction to team and Customer Service by emulating excellent time management skills and delegating where appropriate to meet all deadlines.
Possesses knowledge of WoodmenLife products.
Possesses in-depth knowledge of policies and procedures for area or knows who to contact to get results.
Possesses knowledge of Core Operation’s, Sales and Fraternal processes to accurately provide service to the Sales Representatives and members.
Demonstrates knowledge of Customer Service technology such as the Cisco call management, Supervisor Finesse and Jabber, workforce management and Webstation, IVR, and Calabrio call monitoring system.
Coaches, develops, and evaluates team members using appropriate performance management and recognition processes.
Continually reviews and analyzes the workflow to provide efficient service and makes recommendations for changes that enhance the process, improve customer service, and reduce costs.
Creates a learning environment leading to the most efficient and effective work processes.
Implements and communicates changes using change management skills.
Accountable for achieving service level expectations for customers.
Creates a motivated team environment to encourage staff retention.
Focuses on best practices, innovation, and exceptional service to members.
Continuously looks for ways to exceed customer expectations, implementing strategies that invoke a clear vision for the future.
Accountable for achieving service level expectations for customers.
Creates a motivated team environment focused on demonstrating a growth mindset, innovation, and stellar service to our customers.
Continuously looks for ways to exceed customer expectations, implementing strategies that align with WoodmenLife’s core values.
Meets expectations for attendance and punctuality in accordance with the expectations established by your supervisor and Woodmen policy.
Performs other duties as assigned by management.