[Remote] PLADS Supervisor, CSC Operations

Note: The job is a remote job and is open to candidates in USA. Aflac, a Fortune 500 company and leader in voluntary insurance products, is seeking a PLADS Supervisor for their CSC Operations team. This remote role involves leading and developing team members, ensuring quality and production goals are met, and enhancing customer satisfaction through effective communication and strategic planning.

Responsibilities

• Leads, motivates, coaches, and develops individuals within the team; provides consistent and constructive feedback to employees through performance evaluations, counseling and other means of communication; maintains employee personnel records in regards to performance and attendance; monitors progress of new employees and identifies training needs of new and experienced employees; recommends promotions and terminations of employees as approved by the department head; prepares monthly performance information for management review
• Assists with planning, developing, and incorporating corporate culture changes that result in quality and productivity improvements; recommends proper utilization of personnel and resources
• Consults with management to develop and formulate strategic long and short-range plans aimed at enhancing performance and providing direction for process improvements and resource management; plans, designs, and implements service delivery performance measurement systems; leads or facilitates team based improvement projects; remains abreast of current trends and best practices in organizational development, functional operations, and quality areas
• Supervises employees within the team to ensure that quality and production goals are met; establishes priorities and schedules daily work assignments to ensure that processing/completion of requests meets established goals; assists employees with problems and questions; identifies process/procedure enhancements and makes recommendations for improvement
• Evaluates department’s processes, analyzes data, performs root cause analysis, and establishes quality control procedures; conducts, directs and analyzes internal reviews and quality initiatives; publishes and communicates quality analysis tools; identifies areas of opportunity and recommends enhancements
• Communicates extensively with employees, field force, payroll accounts, policyholders, and other administrative departments to ensure customer satisfaction; handles elevated customer calls to provide resolutions; reviews customer complaints and inquiries to identify trends, and makes recommendations for enhancing customer satisfaction; participates in the interviewing/hiring process of applicants; attends meetings in the absence of the director/manager; researches and develops presentations; participates/facilitates high level meetings and focus groups
• Identifies, analyzes, and monitors business technology requirements and enhancement possibilities; recommends viable technological solutions, modifications, and applications; takes a leadership role in managing assigned projects; evaluates recommended projects to determine cost, benefits, and feasibility, and prepares recommendations for implementation
• Performs other related duties as required

Skills

• Proficient in Windows-based software, to include Microsoft Word and Excel
• Excellent oral, written, and interpersonal communications skills to effectively interact and negotiate with internal/external customers and senior management
• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner
• Associate's Degree In a related field
• 3 or more years of job related experience
• 3 years in a leadership/senior/supervisory capacity in a diverse work environment
• 2 years' work experience in customer services or customer service center environment
• Or an equivalent combination of education and experience
• Broad knowledge of Aflac products/services and systems is preferred
• Bachelor's Degree In related field

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
• An opportunity to purchase company stock
• 11 paid holidays
• Up to 20 days PTO to be used for any reason
• If eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
• Other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being

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