[Hiring] Supervisor, CSC Operations @Aflac, Incorporated

Role Description

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.

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

Qualifications

• 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

Principal Duties & 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 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

Benefits

• 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
• 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