QAC Sr. Supervisor
Globe Life Inc.

Job Info

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Job Description:

QAC Sr. Supervisor

Primary Duties & Responsibilities

Job Summary

The Sr. Production Supervisor will be responsible for all day-to-day operations and the guidance, leadership, growth, and development of the production staff in the McKinney QAC office. The Sr. Supervisor will have three direct reporting production supervisors which are responsible for teams of FT/PT QAC representatives. The Sr. Supervisor will be responsible for promoting and maintaining the highest standards of quality and quantity possible. This will require daily interaction with all QAC personnel to keep the staff motivated to meet and/or exceed their functional KPI's and department performance goals, as well as be the primary point-of-contact for all on-site operational needs. The Sr. Supervisor will also work closely with the management of QAC and HR to coordinate and seamlessly administer the hiring process and the appropriate handling of any discipline; all while maintaining appropriate documented records of personnel with confidentiality and integrity. The Sr. Supervisor will maintain a constant flow of communication with all key leadership staff to ensure consistency and continuity of efforts to meet and/or exceed the goals and objectives of the site, department, and company.

Primary Duties & Responsibilities

• Required to be an interactive leader with fundamental working knowledge of each significant function and daily reporting requirement
• Oversee all aspects of QAC's Daily, Weekly, and Monthly metrics reporting while ensuring accuracy and timeliness
• Responsible for the interviewing, hiring, and oversight of the recruiting and staff retention efforts for QAC
• Conduct, write, and submit standard 90 day/annual reviews for all QAC staff in a timely manner to management
• Maintain a fair, firm, and consistent coaching, development, and disciplinary policy with appropriate documentation
• Conduct individual, team, and site level communication meetings in accordance with management's policies and protocols
• Create reports, spreadsheets, and presentations for daily tracking of production output and/or for assigned special projects
• Maintain, sign-off, and audit time cards for supervisory and subordinate staff in Omaha
• Act as liaison between the Quality Assurance Department and other departments for customer service resolutions
• Handle difficult or escalated calls for QAC representatives as necessary
• Set up workstations for new employees, ensuring all the needed applications are available as well as sign-ons to specialty programs
• Motivate and maintain a positive environment between the QAC Reps
• Communicate and analyze progress of site-level objectives, programs, and/or problems or concerns with the Department Head
• Interact with IT for computer problems using Footprints

Required Skills

Knowledge, Skills, & Abilities

• Experience in Life and/or Health Insurance issue, new business, underwriting preferred
• Able to handle high stress situations calmly and with tact and professionalism
• Strong people skills with the ability to motivate and promote a good working environment
• Able to multi-task, handling production & quality goals set by the company
• Strong decision making skills with the ability to analyze situations and make logical conclusions
• Must be able to maintain strict confidentiality
• Must be self-reliant and self-assured to make independent decisions within the frame work of the company protocol
• Advanced PC skills with proficient use in Microsoft Office products (Excel, Word, PowerPoint and Outlook)
• Excellent written, oral communication, and organization skills.

Required Knowledge & Experience

Education & Work Experience

• High school diploma or equivalent. Some College Preferred
• Must have worked in the QAC department for at least 1 year and have a solid understanding of systems, policies & procedures or 3+ years in a Supervisor or Lead position experience in a similar call center preferred

• Customer service experience in an insurance setting preferred

This job has expired.