Share this Job

Supervisor II

Date Posted: Jul 20, 2019

Location: Omaha, NE, US, 68102

Company: MetLife


Job Location: Omaha, NE


Role Value Proposition: 

The Global Customer Solutions (GCS) group provides a consistent service experience for all MetLife customers. In addition to driving an omni-channel customer service experience and transforming our call centers and Digital servicing channels globally, GCS also leads call center sales for our Property & Casualty business in the U.S. This group is led by Kristine Poznanski, Head of Global Customer Solutions.


Global Customer Solutions provides outstanding Sales and Customer Service support for key insurance and protection products within the Americas business, and drives call center transformation and digital servicing channels globally. 


Our contact center associates handle calls and digital contacts with customers, providers, brokers and employers. We are often the first point of contact for MetLife customers as we provide customer service and direct sales expertise in support of five key lines of business in the Americas: Group Benefits; Property & Casualty; Retail; Retirement & Income Solutions; and US Direct.


Our group is committed to ensuring a consistent service experience for all of our customers as they pursue more from life.


Key Responsibilities:

  • Supervises associates responsible for performing moderately complex analytical, technical, and/or procedural functions.
  • Supervisory activities include assigning and scheduling work, coordinating and training new associates, checking and correcting completed work, conducting unit meetings, issuing instructions, completing and analyzing production records and assisting members of the unit in the performance of their duties.
  • Assists manager by performing certain staff functions such as reviewing or modifying work procedures, developing recommendations to improve work processes, or coordinating budgets.
  • Determines proper course of action for unique or sensitive cases which were referred by subordinates or manager for special consideration.
  • Participates in special projects. Performs other duties as assigned or required.

Supervisory Responsibilities:

  • Makes recommendations to manager regarding subordinates' performance appraisals, readiness for promotion, salary increases, etc.


Essential Business Experience and Technical Skills:


  • Accomplished change management leader, able to operate effectively in a metric driven environment.
  • Ability to lead and drive a team to achieve results
  • Excellent written and verbal communication skills
  • Excellent time management/work prioritization skills
  • Strong critical thinking skills
  • High emotional intelligence to include self-awareness and the ability to learn from mistakes



  • High School Diploma or Equivalency
  • Minimum of 5+ years of work experience in Call Center environment or similar industry
  • An ability to work during the hours of operation of Monday-Friday 7am-10pm. Must be flexible



  • Bachelor’s Degree
  • 1+ years of leadership experience with demonstrated ability to drive a team and achieve results

Salary Grade




Business Category

GCS Service


Number of Openings



Hiring Manager

Lori Gahm



Vicki Westcott


Employee Referral Award



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 is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on 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.


For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Nearest Major Market: Omaha
Nearest Secondary Market: Council Bluffs