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Manager, PLADS Customer Care Center

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Aflac

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Location:
United States , Windsor

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

80000.00 - 110000.00 USD / Year
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Job Description:

Manager role for the PLADS Customer Care Center at Aflac, a Fortune 500 company and industry leader in voluntary insurance products. The role involves managing daily operations, ensuring customer satisfaction, and achieving departmental goals in a hybrid work setting.

Job Responsibility:

  • Manages the daily operations of the business unit
  • manages employees and operations of the business unit at the function level
  • gathers and analyzes data and reports
  • assists in strategic and tactical operational plans
  • performs independent review of problem situations
  • develops solutions and implements actions to resolve problems
  • reviews processes and procedures to streamline activities
  • coordinates overall workflow of the business unit
  • Coordinates and monitors training efforts
  • projects staffing requirements
  • guides supervisors in coaching and counseling employees
  • coordinates employee development and incentive initiatives
  • Identifies, analyzes, and monitors business technology requirements and enhancement possibilities
  • recommends viable technological solutions
  • takes a leadership role in managing assigned projects
  • evaluates recommended projects
  • Assumes responsibilities of department head/director during his/her absence
  • monitors and controls operating expenses
  • prepares annual business unit budget

Requirements:

  • Bachelor's Degree In business administration or a related field
  • 5 - 6 years of related work experience
  • 4 years in a supervisory/managerial capacity in a complex business environment involving multiple business issues
  • Broad knowledge of managerial financial and budgeting concepts, operating principles, and methodologies applicable to division and employee management
  • Expertise in FMLA, Short Term Disability, and Long Term Disability, including federal, state, and local regulatory requirements
  • Experience processing claims for FMLA, Short Term Disability, and/or Long Term Disability
  • Moderate knowledge of Group Long Term Disability, Premium Waiver, and Life
  • Knowledge of budgeting and expense control
  • Knowledge of employee relations
  • Strong personal computer skills with experience in Windows-based software
  • experience using Microsoft Outlook or a similar e-mail system software
  • Excellent presentation, oral, written, and interpersonal communications skills

Nice to have:

  • Broad knowledge of Aflac products/services and systems
  • Experience managing call center in the disability space
  • Experience in the insurance industry
What we offer:
  • 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
  • state-mandated sick leave
  • other leaves of absence

Additional Information:

Job Posted:
April 23, 2026

Expiration:
April 30, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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