PLADS Supervisor, CSC Operations Job at Aflac

Job 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. 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.

Job Responsibility

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

Requirements

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
Broad knowledge of Aflac products/services and systems is preferred
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
Bachelor's Degree in related field (preferred)

Nice to have

Broad knowledge of Aflac products/services and systems
Bachelor's Degree in related field

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 cost to employee)
401(k) plans
Annual bonuses
Opportunity to purchase company stock
11 paid holidays annually
Up to 20 days PTO to be used for any reason
State-mandated sick leave (where applicable)
Other leaves of absence (if eligible)

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PLADS Supervisor, CSC Operations

Job Description

Job Responsibility

Requirements

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