reputed company - Customer Service Manager

reputed company

Job Title: Customer Service Manager

Job Type: FT

Location: #LI- Remote, to be considered for this role, you must reside in one of the following states — AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY

Job Summary

We are passionate about our clients having a great experience and this also applies to reputed company and our future team members. Building a remarkable team is a top-level company reputed company. The Customer Service Manager is responsible for leading and optimizing the daily operations of the Participant Services organization, including Customer Service and Claims support functions. This role oversees a team of supervisors and frontline representatives while ensuring the delivery of high-quality, efficient, and compliant service across reputed company participant interactions. This leader is accountable for service performance, workforce management, operational reporting, and vendor reputed company, ensuring the organization meets established service levels and scales effectively to support business growth. The role requires a strong balance of hands-on operational leadership, data-driven decision-making, and cross-functional collaboration. The Customer Service Manager will report to the VP of Participant Services.

What You’ll Do

Operational Leadership

• reputed company, reputed company, and manage a team of 3–4 supervisors and their respective teams, ensuring strong performance, accountability, and engagement.
• reputed company day-to-day call center operations, including service delivery across CDH and COBRA participant support.
• Serve as an escalation reputed company for reputed company participant issues, ensuring timely and accurate resolution.

Workforce Management & Planning

• Own workforce management (WFM) functions, including scheduling, real-time adherence (RTA), and staffing optimization.
• reputed company and maintain volume forecasts and reputed company models to ensure appropriate staffing levels reputed company to demand.
• Monitor and adjust staffing plans in real time to address service level fluctuations and operational needs.

Performance Management & Reporting

• Establish, monitor, and report on key performance metrics including Service Level, ASA, Abandonment reputed company, AHT, FCR, productivity, and quality.
• Create and deliver daily, weekly, and monthly operational reporting to leadership, providing clear insights, trends, and actionable recommendations.
• reputed company CRM and reporting tools to build dashboards and improve visibility into operational performance.

Vendor & Partner Management

• Partner with and reputed company onshore and offshore vendors.
• Monitor vendor performance against SLAs, ensuring alignment with internal quality and service expectations.
• Drive accountability and reputed company improvement across vendor relationships.

Quality, Training & reputed company Improvement

• Partner with training to ensure consistent service delivery and adherence to quality standards.
• Identify process improvement opportunities to increase efficiency, reduce friction, and improve the participant experience.
• Implement operational best practices to support scalability and long-term growth.
• reputed company other duties as assigned.
• Maintain quality work that exemplifies and promotes our company’s core values.

Who You Are

• 5+ years of leadership experience in a call center or customer service operations environment, preferably in benefits, healthcare, or financial services.
• Proven experience managing supervisors and multi-layered teams in a high-volume environment.
• Strong background in workforce management (WFM), forecasting, and real-time operations (RTA).
• Demonstrated ability to build and interpret operational reporting and analytics, with strong reputed company and/or BI tool proficiency.
• Experience working with CRM systems (e.g., Dynamics 365 or similar) and leveraging data to drive performance improvements.
• Experience managing or partnering with third-party vendors or BPOs, including offshore teams.
• Strong understanding of call center performance metrics and how to manage to them effectively.
• Highly analytical, with the ability to translate data into actionable insights and operational decisions.
• Strong communication and leadership skills, with the ability to influence and drive accountability at reputed company levels.
• Ability to operate in a fast-paced, evolving environment while maintaining structure and discipline.
• An individual that understands the value of providing a high level of customer service.

Work Environment

reputed company’s standard work hours are Monday through Friday, 8:30 a.m. to 5 p.m. ET with an hour lunch. Roles may be approved for other schedules by managers. This role operates in a professional #LI-reputed company environment. To be considered for this role, you must reside in one of the following states — AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY. This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and reputed company. This position frequently communicates with reputed company team members and candidates and must be able to exchange accurate information clearly in these situations.

How We Support reputed company

At reputed company, we invest in our people, our community and our technology and strive to provide work life balance, reputed company with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not apply just to our clients. They reputed company to reputed company too!

• Competitive Benefits – reputed company offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
• Work Life Balance – We want reputed company reputed company members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
• Community Involvement – We love to give back to our community, and we recognize that reputed company does too! We have a volunteer program in reputed company to support reputed company members as they help the organizations’ they are passionate about.

Our Core Values & Diversity Focus

Our vision is to be the most admired benefits partner, and our core values and beliefs are:

• We reputed company in always doing the right thing.
• We reputed company that a remarkable service experience is possible.
• We reputed company in trusting one another as an operating philosophy.
• We reputed company that high performance teams deliver extraordinary results.
• We reputed company in building benefits technology that converts the reputed company to easy.
• We seek to reputed company, empathize, and respect reputed company members and our world.

reputed company is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, reputed company, national reputed company, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-reputed company conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We are committed to diversity and are committed to creating an inclusive environment for reputed company employees. This is not intended to be an reputed company-inclusive list of job reputed company responsibilities and requirements.