Remote Customer Service Operations Lead

AFLAC, INCORPORATED.; Windsor (CT); Remote; USD 61,000 - 81,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid holidays

PTO 20 days

Stock purchase plan

Sick leave

Job summary

Aflac, a Fortune 500 company, seeks a remote role leader to drive performance in a contact center environment across the US. You will coach teams, optimize staffing, and ensure quality and regulatory adherence while delivering superior customer service.

Ideal candidates bring strong Windows/Office skills, plus experience in workforce management, metrics, and continuous improvement. Join us to lead change and advance within a growing organization.

Qualifications

• Associate's degree in a related field is required or equivalent experience.
• 3 or more years in a job-related role with at least 2 years in customer service center environments.
• 3 years in a leadership/senior/supervisory capacity in a diverse work environment.

Responsibilities

• Lead, coach, and develop team members to achieve service, quality, productivity, and compliance objectives.
• Manage daily operations, including workload distribution, queue management, staffing adjustments, and service level performance.
• Provide performance feedback, conduct evaluations, and administer performance improvement actions.
• Identify employee training and development needs and support ongoing skill enhancement.
• Partner with Workforce Management to optimize staffing, resource allocation, and operational effectiveness.
• Monitor metrics; analyze trends and implement solutions to improve results.
• Drive continuous improvement initiatives through process evaluation and root cause analysis.
• Resolve escalated issues to ensure a high-quality customer experience.
• Ensure compliance with policies, regulatory requirements, audit standards, and documentation.

Skills

Windows & Office

Contact center ops

Workforce management

Performance metrics analysis

Quality assurance & process

Regulatory & audit compliance

Effective communication

Leadership & coaching

Multi-priority management

Process automation

Product knowledge

Education

Associate's Degree

Bachelor's Degree

Job description

Aflac, a Fortune 500 company, seeks a remote role leader to drive performance in a contact center environment across the US. You will coach teams, optimize staffing, and ensure quality and regulatory adherence while delivering superior customer service.

Ideal candidates bring strong Windows/Office skills, plus experience in workforce management, metrics, and continuous improvement. Join us to lead change and advance within a growing organization.