Supervisor, CSC Operations

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

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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.

Worker Designation

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.

What does it take to be successful at Aflac?

• 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

What does it take to be successful in this role?

• 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

Education & Experience Required

• 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

Education & Experience Preferred

• 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

Total Rewards

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.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and 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, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities.