Customer Service Team Manager

Colorado Public Employees' Retirement Association • Denver, CO

4d • $80,000 - $95,000 • Hybrid

About The Position

Colorado PERA is seeking a customer service leader to supervise and develop a team of representatives in its Customer Service Center. The team assists members with retirement, benefits, insurance, and account-related questions by phone, email, and occasionally in person. The manager supports employee development, operational excellence, and accurate, timely, caring service to members.

The role includes scheduling and attendance management, coaching and mentoring, call quality monitoring, performance management, reporting, handling escalated customer concerns, and partnering with others to manage daily operations, resolve complex situations, and improve processes. The position also collaborates across the organization, participates in hiring and onboarding, supports change and continuous improvement, and periodically serves members directly.

This is a full-time, exempt position reporting to the Director of Customer Service. It is based at Penn Center in Denver, Colorado, with an option to work from home up to two days per week, subject to eligibility under PERA's Work from Home Policy. The stated annual salary range is $80,000 to $95,000, commensurate with experience.

Requirements

• Eight years of progressive contact center and/or managerial career growth, or an equivalent combination of education and experience.
• Experience leading, coaching, and supervising employees in a service-focused environment.
• Advanced communication, interpersonal, and professional collaboration skills.
• Ability to comprehend and communicate complex retirement, benefits, and insurance information.
• Experience exercising ethical decision-making, discretion, confidentiality, and adaptability in ambiguous situations.
• Strong organizational skills and the ability to manage multiple priorities effectively.
• Strong change management and performance management skills.
• Knowledge of information systems and desktop technology.
• Strong interpersonal, communication, and relationship-building skills; ability to build trust through open communication, consistency, and accountability.
• Ability to adapt and remain solution-oriented as priorities shift or challenges arise.
• Must be located in the United States; candidates requiring sponsorship now or in the future cannot be considered.

Nice To Haves

• Bachelor's degree in Business Administration or a related field is preferred.

Responsibilities

• Lead, develop, coach, mentor, and support Customer Service Center representatives.
• Create a positive, inclusive, and collaborative team environment; set expectations and provide feedback, recognition, and performance coaching.
• Conduct one-on-one meetings, performance evaluations, reviews, and development discussions.
• Help employees navigate challenges and remove barriers to their success.
• Manage scheduling and attendance, monitor call quality, and handle performance management and reporting.
• Ensure team members have the tools, resources, and knowledge needed to serve members effectively.
• Guide employees through complex member situations and serve as a resource for escalated concerns.
• Encourage member-focused service balancing empathy, accuracy, and efficiency; monitor service quality and identify ways to improve the member experience.
• Periodically answer calls and serve members to maintain skills and model expected behaviors.
• Collaborate with fellow managers and internal business partners to support daily operations.
• Participate in interviewing, onboarding, and training new employees.
• Work with other divisions to improve processes, resolve operational challenges, and enhance service delivery.
• Share feedback, insights, and recommendations that contribute to continuous improvement.
• Help employees understand and adapt to change; identify improvements to workflows, systems, and team effectiveness.
• Support organizational initiatives while maintaining employee engagement and service excellence.
• Keep leadership informed about team trends, challenges, and opportunities.
• Handle escalated customer concerns and partner with others to manage operations and resolve complex situations.

Benefits

• Comprehensive benefits.
• Generous paid time off.
• Training, mentoring, and development opportunities.
• Internal career movement and career development opportunities.
• Office amenities.
• Hybrid work option allowing work from home up to two days per week, subject to eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed