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About the Role
As Call Center Supervisor, you will coordinate and direct all call center staff activities, monitor productivity and quality of service, and prepare report analysis to ensure goals and performance standards of the department are met. You will manage the personnel, equipment, facilities and finances of assigned operations and ensure the coordination and support of the division's goals. In this role, you will report to the Senior Manager of Information Services.
Responsibilities
- Analyze complex processes that influence the customer experience and make improvement opportunity recommendations to management.
- Gather internal and external customer feedback and industry trends for dissemination to other company departments and management.
- Monitor work for accuracy, quality of services, productivity, and compliance and provide accurate feedback.
- Conduct planning and use of resources by establishing priorities and managing workload.
- 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.
Requirements
- Bachelor’s degree or any equivalent education, training, and experience.
- At least four years of call center experience or equivalent education, training, and experience.
Location
- Texas residency required
Work Type
- Flex-Hybrid Work Environment
Experience Level
- At least four years of call center experience
Education Level
- Bachelor’s degree
Salary/Compensations
- $76,998.10 - $95,115.30 Per Year
Benefits
- Annual performance bonus and merit-based pay increase
- Lifestyle Savings Account ($1,000 per year)
- Automatic 4% employer contribution to retirement plan
- 401k plan with 100% employer match up to 6%
- Student loan repayment matching in 401k plan
- Three weeks’ time off for vacation
- Nine paid holidays and two personal days each year
- Day one health, Rx, vision and dental insurance
- Life and disability insurance
- Flexible spending account
- Pet insurance and pet Rx 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
About the Company
- Texas Mutual is deeply committed to creating and maintaining an environment of mutual respect.
Equal Opportunity
- All qualified applicants are encouraged to apply and will receive consideration for employment without regard to age, race, color, national origin, religion, sex, gender identity, sexual orientation, genetic information, veteran status, or any other basis protected by local, state, or federal law.