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Call Center Supervisor Jobs
| Company | Global Atlantic Financial Group |
| Address | , Hartford, Ct |
| Employment type | |
| Salary | $67,000 - $129,000 a year |
| Expires | 2023-06-08 |
| Posted at | 1 year ago |
All offices are currently open, and our employees are back 4 or 5 days a week in Hudson Yards, NY and 3 days a week in all other offices. If you have questions on this policy or the application process, please contact [email protected].
COMPANY OVERVIEW
Global Atlantic Financial Group is a leader in the U.S. life insurance and annuity industry, serving the needs of individuals and institutions. Global Atlantic is a majority-owned subsidiary of KKR, a leading global investment firm that offers alternative asset management across multiple strategies and capital markets solutions.
Global Atlantic is looking for a diverse team of talented individuals who reinforce our culture of collaboration and innovation. We are dedicated to the career development of our people because we know they are critical to our long-term success. Join our team and come grow with us.
We use Greenhouse as our scheduling tool and communicate through their systems. At times, your email may block our communications. Please be sure to check your SPAM so that you do not miss critical information about our process, including scheduling.
POSITION OVERVIEW
Our Call Center Supervisor will oversee a small team of customer service representatives accountable for ensuring customer inquiries are responded to timely, accurately and in compliance with regulations. The Supervisor will assist with escalated calls and provide customer support during critical times. Reporting to the Senior Vice President of Operations, this Supervisor will develop and coach a team which may include remote call center representatives. This position is located in our Hartford, CT office.
- Research, analyze, and propose and implement process and reporting enhancements that will improve work flow and customer service.
- Enforces and maintains standard operating procedures for team processes.
- Other responsibilities may be assigned
- Provide ongoing guidance and leadership to the call center team
- Direct oversight of a small team of customer service representatives
- Administers daily dashboards, measures spreadsheets and monthly business review documentation.
- Balance resources, people, systems, and equipment to meet quality and responsiveness measures.
- Ensure that employees follow staffing schedules as required.
- Serve team and customers as first point of escalation. Investigate and rectify customer issues in a timely manner
- Conduct regular team meetings and coaching sessions with staff. Assist in the training, development, and mentoring of new staff to satisfy customer requirements
- Manage the analysis of reports and metrics that monitor the incoming calls. Monitor the quality and level of service provided against established standards
. QUALIFICATIONS
- Excellent organizational skills
- Exceptional analytical and listening skills
- Knowledge of annuities and life insurance is preferred
- Action and results orientated
- Four year college degree required or equivalent education and experience
- Minimum 4 years in an inbound/outbound customer focused call center; prior supervisory experience desired
- Ability to motivate staff and collaborate with peers
- This position is not eligible for visa sponsorship now or in the future.
- Superior written and verbal communication skills
Global Atlantic's base salary range is determined through an analysis of similar positions in the external labor market. The annual base salary range provided in this posting for this position is a nationwide market range and represents a broad range of salaries for this role across the country. Base pay is just one component of Global Atlantic's total compensation package for employees and at times we hire outside the boundaries of the salary range. Other rewards may include annual cash bonuses, long-term incentives (equity), generous benefits (including immediate vesting on employee contributions to a 401(k), as well as a company match on your contributions), and sales incentives. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Compensation for our more senior positions have a larger component of short-term cash bonus and long-term incentives. The base salary range for this role is $67,000 to $129,000.
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TOTAL REWARDS STATEMENT
Global Atlantic's total rewards package is reflective of our corporate values, particularly diversity, excellence and innovation, with a focus on inclusion, pay equity, and flexibility. We are proud to support your personal and professional growth and well-being through programs such as educational assistance, virtual physical therapy, remote/onsite fitness reimbursement, a medical second opinion program, pet insurance, military leave, parental leave, adoption assistance, fertility and family planning coverage. We strive to foster a culture of total well-being through community outreach and charitable giving programs.
We are active in our communities-
- New York: Red Hook Conservancy, Girls Who Invest and The Bowery Mission
- Indianapolis: Elevate Indianapolis, Gleaners Food Bank and the Juvenile Diabetes Research Foundation
- Boston: Cradles to Crayons, Project Bread, Let's Get Ready, Rise Against Hunger, Salvation Army and many other local volunteer organizations in around the Boston area
- Berwyn: Food drive and will be planning an event to help a local family over the holidays
- Des Moines: United Way, Central Iowa Shelter & Services, Junior Achievement of Central Iowa and Make a Wish Foundation
- Atlanta: Packaged Good Organization, which helps the most vulnerable community members with providing personalized care packages for people in need including the elderly, our armed forces, the homeless and hospitalized kids
- Hartford: Habitat for Humanity, Foodshare, Humane Society, Hands on Hartford, Mercy Shelter and Dog Star Rescue
- Batesville: American Cancer Society Relay for Life, Angels of Giving, Margaret Mary Health Foundation, Ripley County Community Foundation, Safe Passage, Batesville High School Sponsorships, local area youth sports and food pantries, as well as many others
- Bermuda: Sponsor of a weekly feeding program operated by The Hamilton Seventh-Day Adventist Church
Social platforms provide an environment to collaborate with others and participate in friendly competitions towards achieving physical, emotional and financial well-being. Our highly competitive health, retirement, life and disability plans can be tailored to best suit your needs and those of your whole family.
Global Atlantic is committed to creating an inclusive environment where everyone can meaningfully contribute to our success. We are proud to be an equal opportunity employer and we do not discriminate in employment on any basis that is prohibited by federal, state or local laws. More than that, we strive to be inclusive of all backgrounds and experiences, which we feel gives us a competitive advantage in the market and within our firm. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
Employees who require an accommodation to perform the essential functions of their job will participate in an interactive process which may include providing documentation. If you are hired and require an accommodation for any protected status, please email [email protected].
Please click on the links below to learn more about Global Atlantic.
Global Atlantic Privacy Statement
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