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Supervisor - Call Center

Date Posted: May 4, 2021

Location: Warwick, RI, US, 2886

Company: MetLife

Role Value Proposition: 

US Customer Care provides a consistent service experience for all MetLife customers. We focus on driving an omni-channel customer service experience and transforming our call centers and Digital servicing channels globally.   

 

US Customer Care provides 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; Retail; Retirement & Income Solutions; and US Direct. 

 

Our group is committed to ensuring a consistent service experience for all our customers and driving our organization’s purpose, “Always with you, building a more confident future”.

 

Key Responsibilities: 

  • Supervises day-to-day activities of a team or work group. 
  • Motivates associates, monitoring calls for quality, coaching to meet and exceed performance goals and meeting all the requirements of MetLife’s Performance Management Process. 
  • Must be able to effectively communicate key performance objectives and goals for service and provide feedback, coach, train and mentor in a way that improves performance. 
  • Leads and works alongside staff for assigned plans; resolves complex problems and eases workloads during peak volume periods.  
  • Monitors staff quality and productivity and ensures that service levels are maintained.  
  • The successful candidate will be required to resolve customer and corporate issues using sound business judgment.
  • Performs other related duties as assigned or required. 

 

Supervisory Responsibilities: 

  • Assists in managing people, including making recommendations regarding hiring, firing, promotions, performance and compensation management as well as training and development 

Essential Business Experience and Technical Skills: 

 

Required: 

  • High School Diploma or Equivalency 
  • Minimum of 5+ years of work experience in Call Center environment or similar industry 
  • 1+ years of leadership experience with demonstrated ability to drive a team and achieve results 

 

Preferred: 

  • Bachelor’s Degree 
  • 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 


 

 

Travel

N/A

 

 

“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:

MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

 

We are one of the largest institutional investors in the U.S. with $659.6 billion of total assets under management as of December 31, 2020. We are ranked #48 on the Fortune 500 list for 2020. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies.   

       

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.  Visit us at www.metlife.com to learn more about our brand, history, and values. 

 

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to accommodations@metlife.com or call our Employee Relations Department at 1-877-843-3711.

 

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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.

 

Requisition #: 116965