Supervisor Information Services
About The Position
As Call Center Supervisor, you will coordinate and direct call center staff activities, monitor productivity and service quality, and prepare report analyses to help ensure departmental goals and performance standards are met. You will manage personnel, equipment, facilities, and finances for assigned operations, while supporting the division's goals. The role reports to the Senior Manager of Information Services. Texas Mutual offers a flex-hybrid work model: employees work remotely and collaborate in the office based on business needs. Employees must reside in Texas and travel to their designated office as needed.
Requirements
- Bachelor’s degree, or equivalent education, training, and experience.
- At least four years of call center experience, or equivalent education, training, and experience.
Responsibilities
- Analyze complex processes affecting the customer experience and recommend improvement opportunities to management.
- Gather internal and external customer feedback and industry trends, and share them with other company departments and management.
- Monitor work for accuracy, service quality, productivity, and compliance, and provide accurate feedback.
- Plan and allocate resources by establishing priorities and managing workloads.
- 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.
- Coordinate and direct call center staff activities and prepare report analyses to monitor productivity and service quality.
Benefits
- Annual performance bonus and merit-based pay increase
- Lifestyle Savings Account ($1,000 per year)
- Automatic 4% employer contribution to retirement plan
- 401(k) plan with 100% employer match up to 6%
- Student loan repayment matching in 401(k) plan
- Three weeks’ vacation time
- Nine paid holidays and two personal days each year
- Day-one health, prescription, vision, and dental insurance
- Life and disability insurance
- Flexible spending account
- Pet insurance and pet prescription 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
