Customer Service Team Manager

Customer Service Center Team Manager

Penn Center - Denver, CO 80203

Salary Range $80,000.00 - $95,000.00 Salary Position Type Full Time Category Customer Service

Make a Difference Through Service and Leadership

At Colorado PERA, our mission is to provide exceptional service and support to the public employees who rely on us to help secure their retirement future. We are looking for a Customer Service Managers who is passionate about developing people, fostering collaboration, and creating an environment where both employees and members can thrive.

This role is ideal for a leader who enjoys coaching others, building strong relationships, and working alongside their team to achieve shared goals. As a Customer Service Center Team Manager, you will support a team of representatives who assist members with retirement, benefits, insurance and account-related questions through, phone, email and occasionally in person interactions. You will play an important role in shaping the employee experience, supporting operational excellence, and ensuring members receive accurate, timely and caring service.

Summary of Job Responsibilities

This position is responsible for the leadership and supervision of a team of representatives in the Customer Service Center. Duties include scheduling and attendance management, coaching and mentoring, call quality monitoring, performance management and reporting. In addition to these duties, one should have a proven track record of handling escalated customer concerns, and partnering with others to manage daily operations, resolving complex situations and improving processes.

Essential Duties and Responsibilities

Employees are held accountable for all duties of the job. Individuals must be able to perform these duties with or without reasonable accommodation.

Lead and Develop Your Team

• Create a positive, inclusive, and collaborative team environment
• Coach, mentor, and support employees in their professional growth and development
• Set clear expectations and provide ongoing feedback, recognition, and performance coaching
• Conduct regular one-on-one meetings, performance evaluations, reviews, and development discussions
• Help employees navigate challenges and remove barriers that may impact their success

Support Exceptional Member Service

• 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 a member-focused approach that balances empathy, accuracy, and efficiency
• Monitor service quality and identify opportunities to enhance the member experience
• Answer calls and serve members periodically to keep skills fresh and demonstrate expected behaviors

Partner Across the Organization

• Collaborate with fellow managers and internal business partners to support daily operations
• Participate in interviewing, onboarding, and training new employees
• Work closely with other divisions to improve processes, resolve operational challenges, and enhance service delivery
• Share feedback, insights, and recommendations that contribute to continuous improvement

Lead Through Change and Improvement

• Help employees understand, adapt to, and embrace change
• Identify opportunities to improve workflows, systems, and team effectiveness
• Support organizational initiatives while maintaining a focus on employee engagement and service excellence
• Keep leadership informed of emerging trends, challenges, and opportunities within the team

What We're Looking For

We are seeking a leader who:

• Builds trust through open communication, consistency, and accountability
• Creates an environment where employees feel valued, supported, and empowered
• Leads by example and demonstrates professionalism, respect, and integrity
• Enjoys coaching others and helping individuals reach their potential
• Works collaboratively and values diverse perspectives
• Remains adaptable and solution-oriented when priorities shift or challenges arise
• Has strong interpersonal, communication, and relationship-building skills
• Balances attention to detail with a focus on the bigger picture

Job Qualifications

• Bachelor's degree in Business Administration or related field preferred
• Eight years of progressive contact center and/or managerial career growth; or equivalent combination of education and experience
• Experience leading, coaching, and supervising employees in a service-focused environment
• Advanced communication, interpersonal, and professional collaboration skills
• Demonstrated 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 effectively manage multiple priorities
• Strong change management and performance management skills
• Knowledge of information systems and desktop technology

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Standard office environment with frequent telephone communication, computer operation, and other office productivity machinery, such as a copy and printer machine.
• Occasional moving and positioning supplies in excess of 20 pounds
• All employees are expected to present themselves in a professional manner in alignment with the financial services industry
• Ability to sit for prolonged periods of time
• Ability to operate standard PC equipment
• Ability to manage frequent deadlines and tight schedules

Hybrid Work Option

• Opportunity to work from home up to two days per week. Eligibility dependent upon factors detailed in PERA's Work from Home Policy.

Colorado Public Employees' Retirement Association