Customer relations manager [h1.location_city]

Job Description :

Customer Retention Manager (Hybrid) Primary Duties & Responsibilities At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview : Could you be our next Customer Retention Manager ? Globe Life is looking for a Customer Retention Manager to join the team! In this role, you will be responsible for directly managing up to 5 production supervisors who oversee teams of part-time Customer Retention representatives and department Team Leads that provide support to the contact center. This role involves providing ongoing guidance, coaching, and professional development opportunities to drive team growth while creating and maintaining a motivating work environment that inspires staff to consistently meet and exceed performance standards. The position requires establishing and maintaining the highest standards of quality and productivity across all contact center operations. The manager serves as the primary escalation point for operational issues and strategic decision-making, analyzing daily performance metrics, and proactively implementing data-driven improvement strategies to drive consistent achievement of departmental Key Performance Indicators and organizational objectives. The role involves partnering with Recruiting to assess staffing needs and ensure optimal team capacity. The manager collaborates with Human Resources to maintain consistency in policy application and appropriately handles disciplinary actions while ensuring detailed, confidential documentation. Additionally, the position ensures all HR processes and personnel actions comply with company policies, procedures, and legal requirements. This is a hybrid position located in McKinney, Texas (WFH Monday & Friday, In Office Tuesday-Thursday). What You Will Do :

• Manage a diverse team of full-time and part-time staff across multiple levels, including Supervisors, Team Leads, and Call Center Representatives.
• Conduct comprehensive annual performance reviews for direct reports and ensure supervisors complete timely evaluations for their team members.
• Ensure supervisors fulfill all responsibilities as outlined in the Customer Retention Supervisor Expectations document.
• Collaborate with senior leadership to develop strategies and ensure timely, effective implementation.
• Leverage technology solutions to optimize multi-channel contact methods and increase customer response rates.
• Monitor and evaluate departmental tests and policy changes to ensure expected performance while identifying and addressing adverse trends.
• Establish and maintain comprehensive documentation for all business processes with appropriate controls.
• Utilize data-driven analysis to continuously optimize call center operations and performance metrics.
• Serve as Subject Matter Expert across all areas of responsibility, providing guidance and expertise to the team.
• Support testing and implementation of new programs and technologies within the contact center environment.
• Partner with the training team to develop and maintain current, effective training programs for new hires and existing representatives.
• Communicate with Agency field operations as needed to ensure alignment and support business objectives.
• Complete ad hoc requests, as needed.

What You Can Bring :

Applicable To All Employees of Globe Life Family of Companies :

How Globe Life Will Support You : Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don't just work, but thrive at Globe Life :

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.