Disability Call Center Supervisor

MetLife; Cary (NC); Remote; USD 65,000 - 86,000; Full time

Benefits offered by this job

Health plan

Life insurance

401(k) match

Paid time off

Job summary

MetLife, Inc. seeks a US-based Customer Care Supervisor to lead a remote team within the Global Customer Service and Operations (GCSO). You will ensure a customer-centric experience on every call, coach associates, and drive performance aligned with ERISA, HIPAA, and quality standards.

The role is full-time, remote with periodic office visits, and offers collaboration across departments plus potential annual incentives as part of the compensation package.

Qualifications

• Strong supervisory experience and ability to coach teams.
• Excellent interpersonal communication and customer focus.
• Ability to work remotely from a home office with periodic visits.
• Commitment to continuous improvement and regulatory compliance.

Responsibilities

• Supervise and lead a team of customer care associates.
• Coach and develop associates to exceed customer expectations.
• Partner with recruiting to hire diverse talent.
• Monitor calls and provide feedback on quality and procedures.
• Create performance appraisals and track trends.
• Ensure ERISA, HIPAA and QM compliance.
• Foster collaboration across GCS and MetLife.

Skills

Supervisory leadership

Customer focus

Interpersonal communication

Coaching skills

Problem solving

Change management

Team collaboration

Fast-paced adaptability

Diversity and inclusion

Education

High School Diploma or equivalent

Tools

CoPilot AI tools

Guided decision workflows

Job description

On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.

The Opportunity

Throughstrong leadership, the US Customer Care Supervisor ensures that the service team offers a customer-centric experience on every call that is consistent with GCS values and principles, while assisting MetLife customers with questions on their policy, features, benefits and executing on requests for transactions or processing. Create an environment that promotes a high level of engagement among associates and delivers on superior customer satisfaction. Clearly communicate with and coach associates to ensure key business metrics are delivered.

Key Responsibilities

• Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• Supervise and lead a team of customer care associates who engage in providing service on a variety of MetLife products ensuring a superior customer experience.
• Proactively coach, motivate and develop associates to ensure their performance exceeds our customer’s expectations. Hold them accountable for those results.
• Partner with recruiting to acquire new and diverse talent into the service organization with the requisite customer orientation, skill set and knowledge to build and strengthen customer relationships and drive profitable growth.
• Monitor associate calls and provide feedback on quality of information, quality of interaction and following appropriate procedures.
• Create performance appraisals for associates, including tracking performance trends for determination of recognition and disciplinary action.
• Ensure department compliance with all applicable ERISA, HIPAA and internal Quality Management Systems regulations and guidelines.
• Foster collaboration among peers and with other partners by building effective, results-driven relationships to leverage resources across GCS and MetLife.

Required Qualifications

• New hires should live a commutable distance from the site the role is posted in
• Ability to create a work environment that fosters high morale & employee engagement within a service operation that is fast paced and subject to frequent change
• Demonstrated commitment to diversity, integrity and value of the contributions of associates at all levels in the organization
• Demonstrated excellent interpersonal communication and coaching skills to develop talent for the future
• Strong supervisory/leadership skills and abilities
• Customer focused
• Commitment to continuous, ongoing improvement in the level of service provided to internal and external customers
• Demonstrated problem solving and decision-making skills along with the ability to manage multiple projects
• Ability to manage change and to support company-wide initiatives
• Ability to work effectively as a member of a supervisory team
• Knowledge of the organization’s operations, quality management tenets, products and services as well as those of related organizations and business partners
• General understanding of the Company’s Human Resources policies and procedures
• High School Diploma or equivalent

Preferred Qualifications

• 2+ years of experience in insurance, financial services, healthcare, or another regulated industry
• Experience using AI-assisted service tools such as CoPilot, automated summarization, or guided decision workflows
• Experience handling escalations, complaints, or sensitive customer situations
• Familiarity with authentication, data protection, and compliance standards in a regulated environment

The expected salary range for this position is $64,800 - $86,400. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

Benefits We Offer

Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us at [e-mail]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.