Customer Service Manager

Role Overview

A strategic leadership position to manage and optimize customer service operations for a high-volume, multi-layered team. You will oversee supervisors and frontline representatives while ensuring efficient, high-quality, and compliant service delivery across all participant interactions.

Key Responsibilities

• Lead, develop, and manage a team of supervisors and their respective teams to ensure high performance, accountability, and engagement
• Oversee daily call center operations, ensuring quality service delivery across participant support functions
• Serve as an escalation point for complex customer issues and provide timely resolutions
• Manage workforce planning, including scheduling, real-time adherence, and capacity forecasting to meet demand
• Track and report on key performance metrics (service level, average speed to answer, abandonment rate, first-call resolution)
• Partner with training teams to ensure consistent service standards and identify process improvement opportunities
• Oversee vendor and partner relationships, driving accountability, performance, and continuous improvement

Requirements

• 5+ years of leadership experience in call center or customer service operations, preferably in benefits, healthcare, or financial services
• Proven ability to manage supervisors and multi-layered teams in a high-volume environment
• Strong experience in workforce management (WFM), forecasting, and real-time operations
• Proficiency in operational reporting, analytics, Excel, and/or BI tools
• Experience with CRM systems (e.g., Dynamics 365 or similar) and leveraging data for performance improvements
• Experience managing or partnering with third-party vendors or BPOs, including offshore teams
• Strong understanding of call center performance metrics and ability to manage to them effectively
• Excellent communication, leadership, and analytical skills with ability to influence and drive accountability
• Ability to operate in a fast-paced, evolving environment while maintaining structure and discipline

Benefits

• Competitive salary with comprehensive medical, dental, and vision coverage
• Company-funded HSA and 401(k) with match up to 5%
• Life insurance, accident insurance, pet insurance, and supplemental benefits
• Remote work flexibility with Monday-Friday schedule
• Generous vacation policy
• Life Balance Reimbursement Plan
• Professional growth and development opportunities
• Supportive, collaborative team environment