Job Description

Job Title

Call Center Supervisor

Job Location

Virtual role with in-person training. Commutable to Bloomfield, CT, Cary NC, Oriskany NY, Omaha NE or Warwick RI. Candidates must be located within a commutable distance of one of the locations above.

Principal Responsibilities

• Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.

• Supervise and lead a team of customer care associates who engage in providing service on a variety of MetLife products ensuring a superior customer experience.?

• Proactively coach, motivate and develop associates to ensure their performance exceeds our customer's expectations. Hold them accountable for those results.

• Partner with recruiting to acquire new and diverse talent into the service organization with the requisite customer orientation, skill set and knowledge to build and strengthen customer relationships and drive profitable growth.?

• Monitor associate calls and provide feedback on quality of information, quality of interaction and following appropriate procedures.

• Create performance appraisals for associates, including tracking performance trends for determination of recognition and disciplinary action.

• Ensure department compliance with all applicable ERISA, HIPAA and internal Quality Management Systems regulations and guidelines.

• Foster collaboration among peers and with other partners by building effective, results-driven relationships to leverage resources across GCS and MetLife.

Knowledge/Skills/Competencies

Required

• New hires should live a commutable distance from the site the role is posted in.

• 2+ years working as a supervisor or manager.

• Availability to work shifts Monday through Friday, 8 AM to 11 PM ET.

• This role has mandatory paid training in office. Candidates must be available and present for all training days.

• Ability to create a work environment that fosters high morale & employee engagement within a service operation that is fast paced and subject to frequent change.

• Demonstrated commitment to diversity, integrity and value of the contributions of associates at all levels in the organization.

• Demonstrated excellent interpersonal communication and coaching skills to develop talent for the future.

• Strong supervisory/leadership skills and abilities.

• Customer focused.

• Commitment to continuous, ongoing improvement in the level of service provided to internal and external customers.

• Demonstrated problem solving and decision-making skills along with the ability to manage multiple projects.

• Ability to manage change and to support company-wide initiatives.

• Ability to work effectively as a member of a supervisory team.

• General understanding of the Company's Human Resources policies and procedures.

Preferred

• 2+ years of experience as a call center supervisor.

• Knowledge of the organization's operations, quality management tenets, products and services as well as those of related organizations and business partners.

• Experience with Disability product is a strong plus.

• Positive attitude and desire to develop.

• Innovative and Self-Directed.

• High School Diploma or GED equivalent.

At MetLife, we are leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we are dedicated to making a difference in the lives of our customers.

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.

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