Supervisor, CSC Operations

Salary Range: $61,100-$81,100 Job Posting End Date: October 27, 2026   We’ve Got You Under Our Wing 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.     Worker Designation – This role is a remote role. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.       What does it take to be successful at Aflac?

Acting as a Champion for Change Acting with Integrity Communicating Effectively Demonstrating Initiative Developing Talent Managing Performance Pursuing Self-Development Serving Customers Supporting Change Supporting Organizational Goals Working with Diverse Populations

What does it take to be successful in this role? • Proficient in Windows-based software, to include 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 the ability to interpret data, identify trends, and implement 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 is preferred   Education & Experience Required

Associate's Degree In a related field 3 or more years of job-related experience with 2 years being in a customer services or customer service center environment 3 years in a leadership/senior/supervisory capacity in a diverse work environment

Or an equivalent combination of education and experience   Education & Experience Preferred

Bachelor's Degree In related field

Principal Duties & Responsibilities • 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