Manager, Customer Service

PacificSource•Springfield, OR

1d•Onsite

About The Position

PacificSource is seeking a Manager, Customer Service to provide overall leadership and direction for multi-channel Contact Center Customer Service teams. The role involves ensuring timely and effective responses to customer inquiries and overseeing service performance metrics to meet PacificSource’s standards for high levels of member and provider satisfaction. The manager will uphold and advance PacificSource’s reputation for exceptional service by actively supporting the organization’s vision, mission, and values. PacificSource is an equal opportunity employer committed to diversity and fostering a work environment where individual differences are appreciated and respected.

Requirements

A minimum of 5 years of progressive customer service experience required
At least 2 years of customer service operations experience within a contact center or similar high‑volume service environment required.
Experience leading contact center performance with direct accountability for key performance indicators (KPIs) and Service Level Agreements (SLAs), required.
Proven success fostering a collaborative, inclusive, and high‑performance team culture that encourages engagement, innovation, and shared ownership of results required.
Bachelor’s degree required.
Candidates with an associate’s degree and 2 years of relevant experience, or a high school diploma and 4 years of relevant experience, in addition to the required minimum years of work experience will also be considered.
Demonstrated ability to develop a comprehensive understanding of PacificSource products, plan designs, provider relationships, and health insurance terminology across Commercial and/or Government healthcare lines.
Proven strength in building effective working relationships and delivering clear, proactive communication, with the ability to perform well under time‑sensitive conditions and manage workload independently.
Strong computer proficiency, including working knowledge of Microsoft Office applications, accurate typing skills, and a foundational understanding of claims processing systems and standard customer service operations.
Demonstrated capability in change management, including fostering a supportive, trauma-informed culture for both staff and PacificSource Health Plan members.
Proven ability to establish, communicate, and enforce Standards of Work (SOW) to ensure consistent service delivery, quality, compliance, and operational efficiency.
Strong people‑leadership and management skills, including the ability to coach, mentor, and develop leaders and staff to improve performance, engagement, and retention.
Demonstrated effectiveness in providing clear expectations, ongoing feedback, and data-driven performance management aligned with organizational goals.
Ability to lead with integrity and accountability by modeling PacificSource values, reinforcing ethical behavior, and ensuring compliance with regulatory and organizational standards.
Strong communication skills with the ability to clearly convey performance expectations, operational priorities, and strategic direction to leaders, teams, and cross‑functional partners.
Ability to partner across departments to drive continuous improvement, operational alignment, and service excellence in support of member and provider needs.

Nice To Haves

Prior supervisory experience is strongly preferred.
Health insurance industry experience and strong medical terminology knowledge strongly preferred.
Experience leading and/or supporting technology innovation initiatives within a customer service or contact center environment preferred.
In depth knowledge of contact center technologies, including operational oversight, optimization, and performance management, is highly valued.
Preferred areas of focus for Bachelor’s degree: business or related field.

Responsibilities

Provide direct leadership to team leaders and indirect leadership to all department staff, ensuring consistent achievement of Standards of Work, Service Level Agreements (SLAs), and departmental performance goals.
Ensure team leaders clearly understand and manage expectations related to workflow, quality, productivity, staffing adherence, and individual performance metrics.
Drive accountability for key contact center KPIs, including but not limited to: Service Level / Speed of Answer, Abandonment Rate, First Call Resolution (FCR), Average Handle Time (AHT) (balanced with quality), Call Quality Scores, Schedule Adherence, After‑Call Work (ACW), and Member and Provider Satisfaction.
Build and sustain high‑performing teams through visible leadership, consistent communication, recognition, and engagement practices that support KPI and SLA achievement.
Resolve complex and escalated customer complaints, ensuring outcomes meet service recovery standards, quality expectations, and regulatory requirements.
Oversee audit and quality monitoring programs to ensure call responses consistently meet standards for accuracy, courtesy, compliance, and first‑call resolution.
Ensure corrective actions are implemented promptly when KPI or SLA targets are missed, including performance coaching, workflow adjustments, or process improvements.
Lead the oversight, development, implementation, and communication of departmental programs, policies, and procedures to support operational consistency and performance outcomes.
Manage the full employee lifecycle, including hiring, onboarding, coaching, performance evaluations, corrective action, and terminations, ensuring alignment with service expectations and productivity requirements.
Provide ongoing performance feedback through regular one‑on‑one meetings, scorecard reviews, and formal performance evaluations, using data and metrics to guide development.
Develop and manage the annual department budget; monitor expenses against plan and adjust resource allocation to support volume forecasts, service levels, and organizational priorities.
Partner with key departments (e.g., Operations, IT, Finance, Training, Compliance) to ensure cross‑functional alignment and support SLA commitments.
Lead continuous improvement initiatives using Lean methodologies, focusing on reducing waste, improving efficiency, and enhancing the member experience.
Utilize visual management boards, dashboards, and daily huddles to monitor KPIs, SLAs, trends, and gaps, and to identify and prioritize improvement opportunities.
Actively participate as a key contributor in Manager and Supervisor meetings to review performance results, share best practices, and align strategic initiatives.
Serve on strategic and operational committees to represent contact center needs, communicate performance insights, and reinforce PacificSource values and service expectations across the organization.
Meet departmental and organizational performance standards, including productivity, quality, and attendance expectations.
Adhere to PacificSource privacy policies and comply with all HIPAA laws and regulations to ensure the confidentiality and security of protected health information.
Perform additional duties and responsibilities as assigned.