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Globe Life Family of Companies Internal Careers

Making Tomorrow Better

Contact Center Auditor



Category

Clerical and Administrative

All Locations

McKinney, Texas

Job Location

3700 S. Stonebridge Dr. McKinney, Texas

Posted Date

1/3/2022

Tracking Code

14291

Position Type

Full-Time/Regular

The Agent Concierge Auditor is responsible for the auditing, training, and assisting in development of all new Concierge representatives and will provide continuing education to current representatives.  Utilizing auditing techniques, the Auditor will monitor and report the effectiveness of employee training to ensure that all representatives are properly equipped with the knowledge and tools that are necessary for their success.  The Auditor must keep abreast of all new additions to the program and changes within the company and/or department to aid in keeping the representatives up-to-date on all relevant information.

 

  • Assist in the creation and maintenance of all auditing processes for the Agent Concierge Team.
  • Audit live and pre-recorded phone calls to identify training opportunities.
  • Meet with managers and supervisors regularly to aid in pinpointing areas of training needs and opportunities.
  • Meet with managers and supervisors regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies.
  • Assist in the creation and maintenance of all training materials for the Agent Concierge Team.
  • Assist in conducting in-depth training for employees in their orientation period as well as continuing education for current employees.
  • Conduct group and one-on-one coaching sessions as needed.
  • Participate in user testing of all new application systems before implementation in the Agent Concierge Team.
  • Assist with supervisor responsibilities as needed, including daily data imports, morning updates, pipeline management, and text message imports.
  • May assist with taking/making calls as needed based on departmental call volumes.

Is this a Union position?

No

Required Skills

  • Must be familiar with the brands within the Globe Life And Accident Companies
  • Excellent oral and written communication skills with the ability to write clear and concise instructions and complete routine reports and correspondence
  • Excellent organizational skills
  • Proficient in MS Office and PC skills
  • Strong knowledge of the technical platforms the Agent Concierge Team utilizes
  • Ability to speak effectively before groups of employees
  • Must have the ability to give honest and productive feedback.
  • Able to function independently in a multi-task environment, as well as part of a team
  • Strong planning and organizational skills
  • Proven presentation/facilitation skills

Required Experience

  • High school diploma or equivalent.
  • 2+ years of prior Agent Concierge experience and/or combination of experience and education
  • Bachelor degree in Education, Business, Psychology, or Organization leadership, or combination of experience and education
  • Prior customer service experience
  • Prior experience in an insurance setting a plus

This position is located at 3700 S. Stonebridge Dr., McKinney, TX. View the Google Map in full screen.



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