Customer Service Manager at Jobgether – United States

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Service Manager in United States.

This role offers a strategic opportunity to lead 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. The position requires balancing hands-on operational leadership with data-driven decision-making and cross-functional collaboration. You will manage workforce planning, performance metrics, and vendor partnerships to ensure scalability and service excellence. This role is ideal for a results-oriented leader who thrives in fast-paced environments and is passionate about creating exceptional customer experiences. Remote work flexibility allows you to support teams across multiple states while fostering engagement and operational consistency.

• 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, including service level, average speed to answer, abandonment rate, and 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 the ability to influence and drive accountability
• Ability to operate in a fast-paced, evolving environment while maintaining structure and discipline
• Commitment to delivering high-quality customer service

Benefits:

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