Customer Care Manager (Remote)
At American Income 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 Make Tomorrow Better.
Role Overview:
Could you be our next Customer Care Manager? American Income Life is looking for a Customer Care Manager to join the team!This role is responsible for leading, developing, and supporting their customer service team to ensure exceptional customer experience. This role oversees daily managerial operations, admin tasks, implements service strategies, and ensures alignment with the organization’s missions, values, and goals. These include quality, efficiency, and projects assigned.
The customer service manager works closely with the department Sr. Manager as well as other departments to resolve issues, improve processes, and promote a customer-first culture.
This is a remote/work-from-home position.
What You Will Do:
- Manage a staff of employees for AIL.
- Manage day-to-day call center operations, ensuring efficient handling of inbound and outbound calls.
- Lead, coach, and develop staff members to ensure all departmental goals are met efficiently and effectively.
- Plan, create, and test/implement new strategies to improve production, process efficiencies, and reduce costs.
- Give presentations to Senior and Executive Management regarding department performance and insights.
- Use data-driven analysis to optimize contact center operations.
- Serve as a project manager or subject matter expert for the assigned teams or projects.
- Develop, implement, and review ongoing performance results.
- Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First call resolution, and customer satisfaction.
- Handle customer escalated issues, ensuring timely resolution and a positive customer experience.
- Implement call center policies, procedures, and best practices to improve efficiency and service quality.
- Collaborate with workforce management to schedule staff and ensure adequate coverage.
- Provide regular performance feedback and conduct evaluations to support employee growth.
- Use data and call center metrics to identify trends, improve processes, and recommend solutions.
- Partner with cross-functional departments (IT operations, training, etc.) to address customer pain points and enhance overall service delivery.
- Champion a culture of accountability, teamwork, and continuous improvement.
- Participates in daily, weekly, monthly, and annual planning processes as appropriate.
- Maintains a favorable working relationship with all company employees to foster and promote a cooperative working environment.
- Performs all necessary managerial functions to effectively and efficiently manage the personnel assigned.
- High School Diploma or equivalent required.
- Proven ability to lead, mentor, motivate, and develop contact center teams.
- Strong verbal and written communication skills.
- Effective analytical thinking and strong problem-solving abilities.
- Advanced Microsoft Office Suite (Word, Excel, Outlook, Teams); familiarity with call center software, reporting tools, and ticketing platforms.
- Staffing, scheduling, capacity planning, and change management experience.
- Results-oriented with the ability to set clear expectations and exceed targets.
- Strong time management and ability to handle multiple priorities in a high-volume environment.
- Knowledge of company policies and customer privacy/security standards.
- Ability to navigate team dynamics and organizational change with empathy.
- Competitive compensation designed to reflect your expertise and contribution.
- Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
- Robust life insurance benefits and retirement plans, including company-matched 401k plan.
- Paid holidays and time off to support a healthy work-life balance.
- Parental leave to help our employees welcome their new additions.
- Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
- Company-paid counseling for assistance with mental health, stress management, and work-life balance.
- Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
- Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
