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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and developing teams to achieve operational excellence, focusing on service quality, compliance, and continuous improvement. Proficient in analyzing performance metrics and implementing effective solutions to enhance customer experience and operational efficiency.
Highest-signal resume keywords
Team LeadershipPerformance ManagementOperational ImprovementRegulatory ComplianceAnalytical Problem-Solving
About the role
Key responsibilities & impact- 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
- Perform other related duties as required
Requirements
What you’ll need- Proficient in Windows-based software, including 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 interpreting data, identifying trends, and implementing 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 preferred
- Associate's Degree in a related field, or equivalent combination of education and experience
- 3 or more years of job-related experience, including 2 years in a customer service or customer service center environment
- 3 years in a leadership, senior, or supervisory capacity in a diverse work environment
- Bachelor's Degree in a related field preferred
Benefits
Comp & perks- Medical, dental, and vision coverage
- Prescription drug coverage
- Health care flexible spending account
- Dependent care flexible spending account
- Aflac supplemental Accident, Cancer, Critical Illness, and Hospital Indemnity policies at no cost to employees
- 401(k) plans
- Annual bonuses
- Opportunity to purchase company stock
- 11 paid holidays annually
- Up to 20 days PTO for any reason
- State-mandated sick leave, if eligible
- Other leaves of absence, including sick and safe leave, adoption and parental leave, if eligible
- Benefits supporting physical, financial, and emotional well-being
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Workforce Management PrinciplesService Level Performance MetricsQuality Assurance MethodologiesProcess Automation SolutionsData InterpretationContinuous Improvement MethodologiesCustomer Service Center OperationsPerformance Metrics AnalysisRisk ManagementMicrosoft Excel
Soft Skills
Excellent CommunicationInterpersonal SkillsConflict ResolutionCoaching and DevelopmentAbility to Manage Multiple Priorities
Tools & Technologies
Windows-Based SoftwareMicrosoft WordReporting ToolsBusiness Technologies
Certifications & Qualifications
Associate's DegreeBachelor's Degree Preferred
Industry Keywords
Customer ServiceOperational Best PracticesAudit StandardsAflac Products/Services Knowledge