Note: The job is a remote job and is open to candidates in USA. Aflac is hiring a Supervisor, CSC Operations to lead customer service center teams and manage daily operations. The role focuses on service, quality, productivity, and compliance objectives, while improving operational effectiveness and customer experience.
Responsibilities
- Lead, coach, and develop team members to achieve service, quality, productivity, and compliance objectives
- Manage daily operations, including workload distribution, queue management, staffing adjustments, and service level performance
- Provide performance feedback, conduct evaluations, and administer performance improvement and corrective action processes
- Identify employee training and development needs and support ongoing skill enhancement
- Partner with Workforce Management and business stakeholders to optimize staffing, resource allocation, and operational effectiveness
- Monitor operational, customer, and employee performance metrics; analyze trends and implement solutions to improve results
- Drive continuous improvement initiatives through process evaluation, root cause analysis, and implementation of operational enhancements
- Resolve escalated customer, employee, and operational issues while ensuring a high-quality customer experience
- Ensure compliance with company policies, regulatory requirements, audit standards, and documentation requirements
- Support strategic initiatives, technology adoption, automation efforts, and cross functional projects that improve efficiency, service delivery, and business performance
- Performs other related duties as required
Skills
- Proficient in Windows-based software, to include Microsoft Word and Excel
- Knowledge of contact center operations, workforce management principles, and service level performance metrics
- Ability to lead, coach, develop, and hold employees accountable for performance and business results
- Good analytical and problem-solving skills, including the ability to interpret data, identify trends, and implement effective solutions
- Knowledge of quality assurance, continuous improvement methodologies, and operational best practices
- Understanding of regulatory requirements, audit standards, and risk management
- Excellent communication, interpersonal, and conflict resolution skills
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency with business technologies, reporting tools, and process automation solutions
- Associate's Degree In a related field
- 3 or more years of job-related experience with 2 years being in a customer services or customer service center environment
- 3 years in a leadership/senior/supervisory capacity in a diverse work environment
- Or an equivalent combination of education and experience
- Broad knowledge of Aflac products/services and systems
- Bachelor's Degree In related field
Benefits
- Remote role; work from home within the continental US. Occasional office attendance may be requested based on business need, with advance notice.
- Medical, dental, and vision coverage
- Prescription drug coverage
- Health care flexible spending
- Dependent care flexible spending
- Aflac supplemental Accident, Cancer, Critical Illness, and Hospital Indemnity policies offered at no cost to the employee
- 401(k) plans
- Annual bonuses
- Opportunity to purchase company stock
- 11 paid holidays annually
- Up to 20 days PTO to be used for any reason
- If eligible, state-mandated sick leave; Washington employees accrue 1 hour of sick leave for every 40 hours worked
- Other leaves of absence, if eligible, when needed to support physical, financial, and emotional well-being, including applicable sick and safe leave, adoption, and parental leave
Company Overview
Company H1B Sponsorship