Supervisor Customer Service

Supervisor Customer Service 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, including their selection, motivation, development, and evaluation. You will handle inbound sales and member telephone service as well as outbound calls to other insurance companies, vendors, members, and the Sales Force. Additionally, you will oversee the hiring and selection of new associates for the Customer Service Teams and support their ongoing development. Responsibilities Lead the hiring process for recruiting in Customer Service One, Two, and Three teams, including scheduling with Human Resources, conducting call simulation interviews, job preview tours, analyzing results, and selecting new hires. Monitor new hire performance during training, measure results, coach, develop, and motivate associates to deliver results. Lead the new hire buddy program. Provide leadership and direction to the team and Customer Service, emulating excellent time‑management skills and delegating appropriately to meet all deadlines. Possess knowledge of WoodmenLife products and in‑depth knowledge of policies, procedures, and who to contact for results. Demonstrate knowledge of Core Operations, Sales, and Fraternal processes to accurately serve Sales Representatives and members. Show proficiency with Customer Service technology such as 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 analyses workflow to provide efficient service, recommending 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, focusing on best practices, innovation, and exceptional service to members. Continuously seeks ways to exceed customer expectations and aligns strategies with WoodmenLife’s core values. Meet expectations for attendance and punctuality in accordance with Woodmen policy. Perform other duties as assigned by management. Qualifications Previous supervisory experience required; call‑center supervisory experience preferred. Prior 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 the 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 required. Good organizational skills, with the ability to manage and prioritize multiple projects to 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. Equal Employment Opportunity Statement Woodmen of the World Life Insurance Society (WoodmenLife) is an equal opportunity employer. Applicants with disabilities should advise the Human Resources Department at the time of application if special accommodations are needed. #J-18808-Ljbffr WoodmenLife