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.
- Serve as an escalation point for complex participant issues, ensuring timely and accurate resolution.
Workforce Management & Planning
- 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.
- 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 Rate, AHT, FCR, productivity, and quality.
- Create and deliver daily, weekly, and monthly operational reporting to leadership, providing clear insights, trends, and actionable recommendations.
- Leverage CRM and reporting tools to build dashboards and improve visibility into operational performance.
Vendor & Partner Management
- Partner with and oversee onshore and offshore vendors.
- Monitor vendor performance against SLAs, ensuring alignment with internal quality and service expectations.
- Drive accountability and continuous improvement across vendor relationships.
Quality, Training & Continuous 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.
- Perform 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 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.
- An individual that understands the value of providing a high level of customer service.
Work Environment
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.
- Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team 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 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.
- We seek to empower, empathize, and respect our team members and our world.
FloresHR is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related 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 all employees. This is not intended to be an all-inclusive list of job related responsibilities and requirements.
