Unit Manager – Benefits Contact Center – Remote

Symetra

4d • Remote

About The Position

Symetra is seeking an experienced, people‑focused Unit Manager to lead a contact center team within our Workforce Benefits organization. This role is ideal for a leader who enjoys coaching others, driving performance through engagement, and creating a positive customer and employee experience. This is the first level of two within the Unit Manager job family. You will lead and develop a team of approximately 13+ customer service professionals, supporting supplemental health products such as critical illness, hospital indemnity, wellness, and/or accident. You’ll be responsible for balancing people leadership, operational excellence, and customer outcomes, ensuring individual and team performance standards are consistently met.

Requirements

• High school diploma required
• 2–3 years of people‑management experience, ideally in a customer service or benefits‑related environment
• Strong customer‑centric mindset with an understanding of service operations and performance metrics
• Effective communicator with the ability to coach, influence, and resolve conflict
• Proven leadership and people‑development skills; able to motivate and support diverse team members
• Organized and detail‑oriented, with the ability to manage multiple priorities in a fast‑paced environment
• Comfortable maintaining composure and making sound decisions in high‑pressure situations
• Flexible schedule, with availability to work until 7:00 PM CST as needed
• Willingness to travel occasionally for training or business needs.
• Minimum Internet Speed:100 Mbps download and 20 Mbps upload, in alignment with the FCC's definition of "broadband."
• Internet Type:Fiber, Cable (e.g., Comcast, Spectrum), or DSL.
• Not Permissible:Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up.
• Candidates will be required (after the initial phone screen) to be on video for all interviews.
• Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.

Nice To Haves

• college degree preferred

Responsibilities

• Coach, develop, and support team members through regular feedback, performance conversations, and career development opportunities
• Set clear expectations and hold team members accountable to quality, productivity, and service standards
• Oversee onboarding, training, and ongoing skill development; make effective staffing and scheduling decisions
• Manage daily workflow to meet Service Level Agreements (SLAs), recommending adjustments to staffing or processes as needed
• Inspire and motivate team members through inclusive leadership, recognition, and celebration of success
• Address and resolve customer or partner issues and escalations, ensuring timely and effective resolution
• Ensure compliance with legal, regulatory, and internal operational standards
• Communicate unit, department, and company priorities to support understanding and alignment
• Contribute to continuous improvement by identifying process enhancements and supporting change initiatives
• Maintain required documentation, reporting, and administrative activities in accordance with company policies
• Support special projects and additional responsibilities as business needs evolve.

Benefits

• Flexible full-time or hybrid telecommuting arrangements
• 401(k) plan and take advantage of immediate vesting and company matching up to 6%
• Paid time away including vacation and sick time, flex days and ten paid holidays
• Company matching for community contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees