Supervisor - Call Center

Supervisor - Call Center - Virtual

Location - Virtual but commutable to the Cary, NC MetLife office. A top candidate will be required to be in-office 1-2 times a month.

Position Hours - this position supports a M-F call center and is required to support the late Call Center shift ending at 11pm 1x per month. 

Summary of Responsibilities

Through strong leadership, the US Customer Care Supervisor ensures that the service team offers a customer-centric experience on every call that is consistent with GCS values and principles, while assisting MetLife customers with questions on their policy, features, benefits and executing on requests for transactions or processing. Create an environment that promotes a high level of engagement among associates and delivers on superior customer satisfaction.  Clearly communicate with and coach associates to ensure key business metrics are delivered.  

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
• 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
• Knowledge of the organization’s operations, quality management tenets, products and services as well as those of related organizations and business partners
• General understanding of the Company’s Human Resources policies and procedures

Business Category

Customer Service

Number of Openings

1

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

MetLife:

MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”      

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.