Customer Care Training Coach

Customer Care Training Coach

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.

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 help Make Tomorrow Better.

Role Overview : Could you be our next Customer Service Coach ? Globe Life is looking for a Customer Service Coach to join the team!

In this role, you will be responsible for coaching agents, communicating company goals, and providing help to management. This includes training and keeping management updated on team performance as needed. Must keep abreast of all new policies & procedures within the department to keep the agents up to date on all information.

This is a remote / work from home position.

What You Will Do :

• Coach agents to ensure productivity, quality and customer satisfaction performance objectives are met and performed in an efficient manner.
• Communicate company goals and metrics with team members to deliver a high level of customer service.
• Coach and develop agents to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.
• Hold regular team meetings with agents as a SME to review previous day / week / month performance and provide guidance regarding future performance in order to continuously improve results.
• Escalate issues appropriately and in real-time including, but not limited to, technical & performance, and human resources issues.
• Identifies adverse performance trends and patterns & informs / advises Management.
• Provides input and assists with the development of additional training or policy and procedures changes that may be required to enhance service productivity.
• Summarizes finding and recommendation and forwards to supervisor for use in performance assessments.
• Provide coaching, advice, and guidance based on audit findings.
• In periods of excessive call volume, assist by taking calls.
• Participates in meetings and presentations or other designated special projects assigned by department management.
• Maintains a comprehensive working knowledge of policies, procedures, and benefits across all lines of business.
• Develops job aides and other tools to assist the agents in improving their overall performance.
• Other duties as assigned.

What You Can Bring :

Applicable To All Employees of Globe Life Family of Companies :

How Globe Life Will Support You :

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.