Manager, Customer Service – LTC Transactions

This is a fully remote position, open to applicants in Alabama, +34 more states.

📋 Description

• Lead and manage a team of 12–15 associates tasked with providing exceptional phone and transaction-based customer service while cultivating an inclusive and engaging team atmosphere.

• Oversee daily operations by establishing performance goals, tracking results, and driving accountability to achieve or surpass service and productivity targets.

• Coach and develop team members through consistent feedback, performance discussions, and leveraging reporting and insights to enhance individual and team effectiveness.

• Ensure high-quality service delivery by supervising call and transaction quality standards, monitoring performance, and promoting continuous improvement initiatives.

• Utilize data and workforce insights to optimize scheduling, staffing, and work allocation, applying trends and forecasting to maximize operational efficiency.

• Serve as a point of escalation for complex issues, ensuring prompt resolution while identifying opportunities to enhance processes and customer experience.

• Collaborate with leadership and cross-functional teams to support business initiatives, align with strategic priorities, and implement process enhancements.

• Foster team engagement and culture by acknowledging contributions, reinforcing positive performance, and encouraging a collaborative, high-performing environment.

• Perform additional duties as necessary to uphold the commitments made to our customers.

⛳️ Requirements

• Demonstrated capability to lead, coach, and develop high-performing teams, providing clear direction, feedback, and support to inspire engagement and achieve results.

• Strong interpersonal abilities with experience in building relationships, delivering feedback, and facilitating effective and constructive conversations.

• Proven expertise in influencing, negotiating, and communicating with both internal and external stakeholders through verbal and written communication.

• Ability to interpret data, analyze trends, and utilize insights to inform decisions related to service levels, capacity, and team performance.

• Proven adaptability to change, leading through evolving priorities, and supporting or driving projects and process improvements.

• Strong business acumen, capable of balancing multiple priorities and contributing to both operational and strategic objectives.

• Exceptional collaboration skills, with the ability to work effectively across teams to achieve shared goals.

• High level of professionalism and accountability, focused on delivering results and facilitating team and customer success.

• Bachelor's Degree in fields relevant to business management or leadership, or a minimum of 4+ years of prior leadership experience.

• Previous leadership experience in a contact center environment.

• Possession of LOMA, AHIP, or other Insurance Industry designations.

🏝️ Benefits

• Competitive Compensation & Total Rewards Incentives.

• Comprehensive Healthcare Coverage.

• Multiple 401(k) Savings Plan Options.

• Automatic Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!).

• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off, and Paid Family Leave.

• Disability, Life, and Long Term Care Insurance.

• Tuition Reimbursement, Student Loan Repayment, and Training & Certification Support.

• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management).

• Caregiver and Mental Health Support Services.