Customer Service Manager

FloresHR is passionate about providing a great experience for their clients and team members. The Customer Service Manager is responsible for leading and optimizing daily operations of the Participant Services organization, overseeing a team while ensuring high-quality service delivery and performance management.

Responsibilities:

• 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
• 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
• 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
• 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
• 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

Requirements:

• 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