Customer Service Supervisor

WoodmenLife is looking for a Customer Service Supervisor to join our team! We are currently searching for a Customer Service Supervisor to join our team. The Customer Service Supervisor is responsible for providing quality and efficient service to WoodmenLife’s Sales Force, members and customers through efficient workflow and supervision of associates to include their selection, motivation, development, and evaluation.  They are responsible for inbound telephone service as well as outbound calls to other insurance companies, vendors, members, and the Sales Force. Responsible for the hiring and selection of new associates to work in the Customer Service Teams.   WoodmenLife is one of the best places to work in Omaha with over 130 years of service. As a member of the WoodmenLife family, you’re joining others who share your commitment to family, community and country. Through WoodmenLife, you’ll have opportunities to give back locally and honor those who make an impact. As a not-for-profit life insurance company, we’ve been helping to protect the financial future of families, making a difference in hometowns across America since 1890. We offer a variety of benefits ranging from health, dental, vision, 401K, life insurance and much more. Apply today to learn more!  We are looking for someone to:     Conducts the hiring process for recruiting in Customer Service One, Two and Three teams.  This includes scheduling with Human Resources, completing call simulation interview, realistic job preview, analyzing interview results with Human Resources and selection of new hires.  Measures performance results, as well as coaching, developing and motivating associates to deliver results. Provides leadership and direction to team and Customer Service by emulating excellent time management skills and delegating where appropriate to meet all deadlines.  Possesses knowledge of WoodmenLife products. Possesses in-depth knowledge of policies and procedures for area or knows who to contact to get results.  Possesses knowledge of Core Operation’s, Sales and Fraternal processes to accurately provide service to the Sales Representatives and members. Demonstrates knowledge of Customer Service technology such as the Cisco call management, Supervisor Finesse and Jabber, workforce management and Web station, IVR, and Calabrio call monitoring system. Coaches, develops, and evaluates team members using appropriate performance management and recognition processes. Continually reviews and analyzes the workflow to provide efficient service and makes recommendations for 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.  Focuses on best practices, innovation, and exceptional service to members. Continuously looks for ways to exceed customer expectations, implementing strategies that invoke a clear vision for the future. Accountable for achieving service level expectations for customers. Creates a motivated team environment focused on demonstrating a growth mindset, innovation, and stellar service to our customers.  Continuously looks for ways to exceed customer expectations, implementing strategies that align with WoodmenLife’s core values.   Essential Job Skills  Previous supervisory experience required.  Call center supervisory experience preferred. Previous 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 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 are required.  Good organizational skills, with the ability to manage and prioritize multiple projects to effectively meet deadlines. Demonstrates leadership credibility by caring for people, displaying courage, character, competence, and composure.   WoodmenLife offers a competitive compensation package and a comprehensive benefits package. More information about our benefits can be found at https://www.woodmenlife.org/careers/home-office/benefits/. As part of WoodmenLife’s employment process, candidates will be required to complete a criminal background check, credit check (where required for position), Fingerprint check (where required for position), drug screen and reference checks. Any offer of employment will be contingent upon successfully passing the above. WoodmenLife is committed to excellence in diversity by creating an inclusive work environment that values and respects all individuals. We welcome and embrace associates, regardless of background and beliefs. WoodmenLife respects every associate’s unique perspective and contribution. We are committed to creating an inclusive environment that values differences, and creates opportunities for growth, leadership and service. This commitment includes providing equal opportunity in recruitment, employment and promotion, training and community outreach. WoodmenLife is also dedicated to strengthening the communities in which its employees live. APPLICANTS WITH DISABILITIES SHOULD ADVISE THE HUMAN RESOURCES DEPARTMENT AT THE TIME OF APPLICATION IF SPECIAL ACCOMMODATIONS ARE NEEDED.Woodmen of the World Life Insurance Society (WoodmenLife) is an equal opportunity employer.

Salary : $53,000 - $76,000