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Customer Retention Supervisor (13867)

Globe Life And Accident Insurance Company

This is a Full-time position in McKinney, TX posted June 6, 2021.

Supervise a team of Customer Retention Call Center Representatives appraise work performance, monitor, and assist reps in all daily phone and follow-up duties record and track production levels and standards of each rep. The Customer Retention Supervisor will be responsible for handling difficult or escalated calls. They will act as a liaison between Customer Service and other departments for customer complaint resolution. Motivate and maintain a positive atmosphere for the reps. Communicate and analyze progress of programs and problems or concerns with the management team and assist with developing procedures and guidelines for the department. Required Skills Identify underperforming reps and perform additional re training Communicate with the quality monitoring team to receive feedback regarding representatives call quality Communicate with each and every rep in a professional and respectful manner Communicate with other departments to ensure that all retentionconservation procedures are followeddeployed Communicate with other call center functions (Customer Service, QAC, GCCS) to ensure best practice policies are followed Handle difficult or escalated calls for all reps Research training methods Monitor, audit and score representative’s calls (silent, live and side by side) Complete monthly report cards and Performance Evaluations as well as handle disciplinary actions Evaluate new employees for advancement to next level of career path Required Experience High school diploma or equivalent College degree preferred Previous trainingteaching experience required

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