Manager Of Customer Service

TL;DR

Manager of Customer Service (Insurance Operations): Leading a team of customer service representatives within a metric-driven contact center with an accent on performance management, quality assurance, and process optimization. Focus on coaching team members, resolving escalated issues, and collaborating with cross-functional insurance operations groups to ensure superior service delivery.

Location: Must be based in or able to commute to New Haven, CT, US (Hybrid role).

Salary: $72,000–$122,500

Company

A tax-exempt Catholic fraternal benefit society providing financial security and insurance products while supporting charitable missions.

What you will do

• Supervise daily activities of customer service representatives to ensure service levels are met.
• Conduct regular 1-1 coaching sessions using call data to drive performance and compliance.
• Manage the full employee lifecycle including hiring, onboarding, and training.
• Resolve escalated member and agent inquiries to ensure high-quality service.
• Partner with insurance operations groups to share best practices and improve workflows.
• Coordinate with HR and IT departments to resolve resource and technical issues.

Requirements

• Must be authorized to work in the United States (no visa sponsorship).
• Proficiency in MS Office suite and OneNote.
• Experience in a metric-driven contact center environment.
• Ability to work in a hybrid office setting in New Haven, CT.
• Strong communication skills with the ability to translate complex information for diverse audiences.
• BA/BS degree or commensurate professional experience.

Nice to have

• Experience with cloud-based telecom systems like 8x8.
• Knowledge of workforce management software such as Calbrio.
• Familiarity with MS Dynamics CRM.

Culture & Benefits

• Comprehensive health insurance options including HSA with employer contributions.
• 401(k) retirement plan with company matching and fully funded cash balance plans.
• Generous time off including 13 paid holidays, vacation, and sick leave.
• Professional development support including tuition reimbursement and certifications.
• Parental leave benefits including childbirth and adoption support.
• Wellness perks like health club membership reimbursement.