Supervisor, CSC Operations
Aflac
A complete application in a minute
Tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
Aflac Columbus in Windsor, CT is seeking a proactive leader to manage a contact center team remotely. The role emphasizes coaching, performance management, and ensuring service levels align with company standards.
You will oversee daily operations, drive process improvements, and ensure compliance with regulatory and quality standards while supporting organizational goals. A Bachelor's degree is preferred, with multiple benefits and a comprehensive total rewards package.
Qualifications
- Associate's Degree in a related field is required or equivalent work experience.
- 3+ years of leadership/supervisory experience in a diverse environment.
- 3+ years in a customer service or contact center environment.
Responsibilities
- Lead, coach, and develop team members to achieve service, quality, productivity, and compliance objectives.
- Manage daily operations including workload distribution and queue management.
- Provide performance feedback, evaluations, and corrective action processes.
- Identify training needs and support ongoing skill enhancement.
- Partner with Workforce Management to optimize staffing and operations.
- Monitor performance metrics; analyze trends and improve results.
- Drive continuous improvement via root cause analysis and process enhancements.
- Resolve escalated customer, employee, and operational issues.
- Ensure compliance with policies, regulatory requirements, and audit standards.
Skills
Education
Tools
Job description
We’ve Got You Under Our Wing
We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…
Aflac Columbus
Windsor, CT, US, 06095
PLADS
10047
$61,100-$81,100
October 27, 2026
We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all… The Aflac Way.
Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.
Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.
This role is a remote role. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.
- Acting as a Champion for Change
- Acting with Integrity
- Communicating Effectively
- Demonstrating Initiative
- Developing Talent
- Managing Performance
- Pursuing Self-Development
- Serving Customers
- Supporting Change
- Supporting Organizational Goals
- Working with Diverse Populations
- Proficient in Windows-based software, to include Microsoft Word and Excel
- Knowledge of contact center operations, workforce management principles, and service level performance metrics
- Ability to lead, coach, develop, and hold employees accountable for performance and business results
- Good analytical and problem-solving skills, including the ability to interpret data, identify trends, and implement effective solutions
- Knowledge of quality assurance, continuous improvement methodologies, and operational best practices
- Understanding of regulatory requirements, audit standards, and risk management
- Excellent communication, interpersonal, and conflict resolution skills
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency with business technologies, reporting tools, and process automation solutions
- Broad knowledge of Aflac products/services and systems is preferred
- Associate's Degree In a related field
- 3 or more years of job-related experience with 2 years being in a customer services or customer service center environment
- 3 years in a leadership/senior/supervisory capacity in a diverse work environment
Or an equivalent combination of education and experience
- Bachelor's Degree In related field
- 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 and corrective action processes
- Identify employee training and development needs and support ongoing skill enhancement
- Partner with Workforce Management and business stakeholders to optimize staffing, resource allocation, and operational effectiveness
- Monitor operational, customer, and employee performance metrics; analyze trends and implement solutions to improve results
- Drive continuous improvement initiatives through process evaluation, root cause analysis, and implementation of operational enhancements
- Resolve escalated customer, employee, and operational issues while ensuring a high-quality customer experience
- Ensure compliance with company policies, regulatory requirements, audit standards, and documentation requirements
- Support strategic initiatives, technology adoption, automation efforts, and cross functional projects that improve efficiency, service delivery, and business performance
- Performs other related duties as required
The salary range for this job is $61,100 to $81,100. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting.
At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate.
- medical coverage
- dental coverage
- vision coverage
- prescription drug coverage
- health care flexible spending
- dependent care flexible spending
- Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
- 401(k) plans
- annual bonuses
- opportunity to purchase company stock
- 11 paid holidays
- up to 20 days PTO to be used for any reason
- state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
- other leaves of absence if eligible
- leave laws including sick, safe leave, adoption and parental leave in all states and localities
Hartford
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
