Customer Service Manager
14 days ago
Charlotte
Job DescriptionDescription: 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 our team and our future team members. Building a remarkable team is a top-level company priority. 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 all participant interactions. This leader is accountable for service performance, workforce management, operational reporting, and vendor oversight, 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 • Lead, develop, and manage a team of 3–4 supervisors and their respective teams, ensuring strong performance, accountability, and engagement., • Oversee day-to-day call center operations, including service delivery across CDH and COBRA participant support., • Own workforce management (WFM) functions, including scheduling, real-time adherence (RTA), and staffing optimization., • Develop and maintain volume forecasts and capacity models to ensure appropriate staffing levels aligned to demand., • Establish, monitor, and report on key performance metrics including Service Level, ASA, Abandonment Rate, AHT, FCR, productivity, and quality., • Create and deliver daily, weekly, and monthly operational reporting to leadership, providing clear insights, trends, and actionable recommendations., • Partner with and oversee onshore and offshore vendors., • Monitor vendor performance against SLAs, ensuring alignment with internal quality and service expectations., • 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., • Perform other duties as assigned., • 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 Excel 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 all levels., • Ability to operate in a fast-paced, evolving environment while maintaining structure and discipline. FloresHR’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-remote office 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 Excel. This position frequently communicates with FloresHR team members and candidates and must be able to exchange accurate information clearly in these situations. How We Support Our Team At FloresHR, we invest in our people, our community and our technology and strive to provide work life balance, paired 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 extend to our team too! • Competitive Benefits – FloresHR 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 all our team 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. Our vision is to be the most admired benefits partner, and our core values and beliefs are: • We believe in always doing the right thing., • We believe that a remarkable service experience is possible., • We believe in trusting one another as an operating philosophy., • We believe that high performance teams deliver extraordinary results., • We believe in building benefits technology that converts the complex to easy.