Customer Care Manager (Remote)

American Income Life, a Globe Life company, is seeking a Customer Care Manager to lead and develop its customer service team. The role oversees call center operations, performance management, staffing, customer escalations, process improvement, and cross-functional initiatives while promoting a customer-first culture.

Responsibilities:

• 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

Requirements:

• 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