Logo for Trustmark

Manager, Call Center

Trustmark

Role overview

Qualifications

  • Bachelor's Degree with 2-4 years of related experience
  • High School Diploma or GED with 4-6 years related experience
  • Strong leadership and mentoring skills
  • Ability to manage multiple projects

Responsibilities

  • Overseeing and guiding customer service operations
  • Ensuring customer service teams deliver exceptional support
  • Driving continuous improvement initiatives
  • Handling escalated customer service issues

Key facts

Hard skills

Customer Relationship Management Performance Improvement Business Metrics Escalation Procedures Auditing Continuous Improvement Process Project Management

Other skills

  • Team Building
  • Coaching
  • Communication
  • Collaboration
  • Problem Solving
  • Time Management

About the company

Trustmark logo

Trustmark

Insurance

Trustmark is a national employee benefits company offering specialized expertise in voluntary benefits, self-funded health benefit plan design and administration, and employee health and fitness programs that drive results through human and virtual connection. Trustmark offers employers access to benefit options usually reserved for large companies, combined with the personal service you’d expect from a small company. Trustmark’s commitment to building long-term, trusted relationships helps people and businesses thrive. • Trustmark Voluntary Benefits provides valuable life, hospital, accident, disability and critical illness insurance designed to fit changing needs based on life stage or financial priorities. Trustmark helps educate employees and provides resources to help communicate the value of benefits and other important company initiatives. To learn more, visit TrustmarkVB.com. • Trustmark Health Benefits is a total benefits solution for mid-sized and large self-funded employers. As one of the nation’s largest independent benefits administrators, we help our clients manage costs without compromising care by offering innovative solutions, flexibility, and complete data transparency for our clients. To learn more, visit TrustmarkHB.com. • Trustmark Small Business Benefits® level-funded solutions allow small to mid-size employers to provide affordable health benefits to employees. Available to groups with five or more employees along with simplified underwriting for 51 or more enrolled employees, our comprehensive self-funded plan designs and services help empower clients to be smarter healthcare consumers. To learn more, visit TrustmarkSB.com. • HealthFitness is a comprehensive wellbeing provider that delivers wellness, fitness and injury prevention programs. To learn more, visit Healthfitness.com.

Company details

Company typeLarge
IndustryInsurance
Company size1001 - 5000

Links

Website LinkedIn See all jobs

Your match analysis

See how your profile stacks up against this role.

We compared the job requirements to your profile to show where you're strong and where you fall short.

Job description

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

About the role

Responsible for overseeing and guiding customer service operations within an organization. Ensures customer service teams deliver professional and exceptional support and maintain high levels of customer satisfaction. Promotes a productive and positive experience with customers to ensure high quality support. Responsible for driving continuous improvement initiatives. Handles escalated customer service issues as needed. Controls costs by managing staffing levels, adjusting as volume dictates. Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs.

Key Accountabilities:

Directs workflow and assists with analyzing workflow and recommends actions needed to meet current and future production/staffing needs.
"Monitors goals and service level agreements to ensure performance levels are met and recommends and owns action plans to ensure department meets and/or exceeds goals."
Performs and reviews audits and reporting and ensure quality calibration across the team and implements appropriate next steps to achieve targets.
Provide development plans for team and mentor individuals to progress in their skill and competencies.
Handles escalated service issues, including outcomes of customer satisfaction surveys, which require an immediate response.
Recommends improvements to overall processes resulting in improved customer experience and performance, including reviewing scorecards, metrics and other data sources to proactively take action.
Responsible for interviewing and hiring of quality team members, conducts performance appraisals, and when necessary, implements performance improvement plans with expectations and timelines.
Manage individual goals and coach to drive high performance culture. Develops, coaches and provides feedback to individuals. Implements progressive discipline processes.
Manage multiple projects by assigning resources, working on timelines and implementing schedule to complete project timeline.

Minimum Requirements:

Bachelor's Degree with 2-4 years of related experience OR High School Diploma or GED with 4-6 years related experience.

The compensation range for this role is (based on the corporate location in Lake Forest, Illinois):

$62,947.30 - $90,923.65 per year

The final salary offer will be determined based on factors such as location, qualifications, experience, skill set, and other relevant factors. This position may also be eligible for bonus. We understand that compensation is an important factor when considering a new opportunity, and we strive to provide a competitive salary within the market.

Brand: Trustmark

In addition to compensation, we offer a comprehensive benefits package that includes: Health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.  For questions about compensation and benefits, please speak to the Recruiter if you decide to apply and are selected for an interview.

Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business.  We are an equal opportunity employer, including disability and protected veteran status.

Apply once. Then go straight to the hiring manager.

After you apply, unlock the direct contact details of the people who actually make the call. A quick follow-up makes you 5x more likely to land an interview.

MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
Unlocked after you apply
·

Call Center Agent Related jobs

United StatesCall Center Agent

Other jobs at Trustmark

Premium

Reach out to the hiring manager directly.

Gain access to the contact details of the hiring managers who actually decide, and reach out to network with them directly. That, plus more when you upgrade:

  • Full match report with fit score and gaps
  • Career diagnostics on how recruiters read you
  • Curated company matches and warm intros
  • 48h early access to new roles

Cancel anytime.