Call Center Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $62.9k - $90.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Trustmark

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1913

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Trustmark is a benefits company that provides voluntary insurance products—including life, accident, critical illness, disability, and hospital coverage—alongside small-business level-funded health solutions and employer wellness services through its HealthFitness division. With more than 100 years of experience, Trustmark serves individuals, employers, brokers and providers, emphasizing personalized service, community involvement, and financial strength (AM Best A rating).

📋 Description

• Oversee and guide customer service operations • Ensure customer service teams deliver professional, exceptional support and maintain high customer satisfaction • Promote productive and positive customer experiences • Drive continuous improvement initiatives • Handle escalated customer service issues as needed • Control costs by managing staffing levels and adjusting staffing based on volume • Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs • Direct workflow and analyze workflow to recommend actions for current and future production and staffing needs • Monitor goals and service level agreements, and own action plans to meet or exceed goals • Perform and review audits and reporting, ensure quality calibration, and implement next steps to achieve targets • Provide development plans and mentor team members • Handle escalated service issues, including customer satisfaction survey outcomes • Recommend process improvements using scorecards, metrics, and other data sources • Interview and hire team members • Conduct performance appraisals and implement performance improvement plans when necessary • Manage individual goals and coach for a high-performance culture • Develop, coach, and provide feedback to individuals • Implement progressive discipline processes • Manage multiple projects by assigning resources, setting timelines, and implementing schedules

🎯 Requirements

• Bachelor's Degree with 2–4 years of related experience OR High School Diploma or GED with 4–6 years of related experience • Experience overseeing customer service operations • Experience guiding and developing customer service teams • Experience monitoring call quality and customer satisfaction metrics • Experience managing staffing levels according to call volume • Experience with audits, reporting, and quality calibration • Experience creating development plans and mentoring individuals • Experience handling escalated customer service issues • Experience reviewing scorecards, metrics, and other data sources • Experience interviewing, hiring, and conducting performance appraisals • Experience implementing performance improvement plans and progressive discipline processes • Experience managing individual goals and coaching for high performance • Experience managing multiple projects, resources, timelines, and schedules

🏖️ Benefits

• Health/dental/vision insurance • Life insurance • FSA and HSA • 401(k) plan • Employee Assistant Program • Back-up Care for Children, Adults and Elders • Health and wellness initiatives • Wellness program enabling employees to participate in health initiatives to reduce insurance premiums • Bonus eligibility