Service Unit Manager – Remote Call Center

WTW•Denver, CO

1d•Remote

About The Position

The Service Unit Manager is responsible for leading and developing a high-performing remote customer service team at CEBT. This role oversees six direct reports and an additional six team members through subordinate leaders. The Service Unit Manager is accountable for workforce planning, employee development, customer service excellence, operational efficiency, and fostering a positive, inclusive team culture. The ideal candidate is a reliable self-starter who responds quickly to business needs, solves complex problems effectively, and builds strong relationships across a diverse and distributed workforce.

Requirements

Bachelor's degree or equivalent combination of education and experience.
5+ years of customer service or call center leadership experience.
3+ years of people management experience, including leading supervisors or team leads.
Experience managing remote or geographically dispersed teams.
Proven ability to coach, develop, and retain employees.
Strong analytical, organizational, and problem-solving skills.
Excellent verbal and written communication skills.
Proficiency with customer service systems, reporting tools, and Microsoft Office applications.

Nice To Haves

Experience in benefits administration, healthcare, insurance, or related industries.
Workforce management and call center performance management experience.
Experience leading process improvement initiatives.

Responsibilities

Lead, coach, and develop six direct reports and indirectly support an additional six team members.
Foster a culture of accountability, collaboration, engagement, and continuous improvement.
Conduct regular one-on-one meetings, performance reviews, and development planning.
Identify talent, support career growth, and create succession plans for key roles.
Promote inclusion and effectively manage a diverse remote workforce.
Oversee daily operations of the remote call center to ensure service levels, quality standards, and business objectives are achieved.
Monitor staffing needs, workforce utilization, schedules, and resource allocation.
Partner with leadership to forecast workloads and adjust staffing plans accordingly.
Analyze operational metrics and implement improvements to increase efficiency and customer satisfaction.
Ensure exceptional customer experiences through consistent service delivery and adherence to established processes.
Identify trends, customer concerns, and service gaps, implementing corrective actions as needed.
Develop and refine customer service procedures, workflows, and best practices.
Maintain a strong focus on quality assurance and continuous process improvement.
Investigate and resolve escalated customer, employee, and operational issues.
Use data and critical thinking to identify root causes and implement sustainable solutions.
Make timely decisions in a fast-paced environment while balancing customer and business needs.
Anticipate challenges and proactively develop action plans to mitigate risks.
Establish trust and rapport with team members in a remote environment.
Communicate expectations clearly and provide timely feedback and support.
Champion employee engagement initiatives that strengthen team morale and culture.
Collaborate effectively with cross-functional partners and leadership teams.

Benefits

Medical (including prescription coverage)
Dental
Vision
Health Savings Account
Commuter Account
Health Care and Dependent Care Flexible Spending Accounts
Group Accident
Group Critical Illness
Life Insurance
AD&D
Group Legal
Identify Theft Protection
Wellbeing Program
Work/Life Resources (including Employee Assistance Program)
Paid Holidays
Annual Paid Time Off (includes state/local paid leave where required)
Short-Term Disability
Long-Term Disability
Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
Qualified contributory pension plan (if eligible)
401(k) plan with annual nonelective company contribution.