Manager, Customer Service

Department: Support, Reports To: VP, Customer Support Operations, Location: Knoxville, TN or Phoenix, AZ (In Office), Time Zone: Eastern or Pacific Overview The Customer Service Department Manager leads day-to-day operations while driving strategic improvements across customer experience, operational efficiency, and team performance. This role is accountable for service delivery outcomes, including KPI achievement and cross-functional collaboration, ensuring the organization delivers high-quality, cost-effective, and scalable support. This leader is an experienced call center manager responsible for supervising daily operations and employees, while also identifying and implementing operational improvements and owning key initiatives and projects. Success in this role requires strong organization, reliability, and a results-driven mindset. The Customer Service Manager must demonstrate strong problem-solving capabilities, with the ability to identify, document, and resolve issues in real time. Equally important is the ability to foster a positive, high-performing team culture and build effective partnerships across the business. This role requires excellent customer service acumen, communication skills, problem resolution expertise, and project management capabilities. Key Responsibilities Support a team of customer service professionals in all day-to-day responsibilities, including answering phone calls, emails and following up on cases. Coach call center staff through challenging customer service issues Analyze call center data, root cause analysis, product performance and prepare reports for upper management. Evaluate staff and process effectiveness and performance. Ensure all processes are enabling all staff members to achieve desired service levels, unit cost objectives and take corrective action, as needed Lead team, project and process meetings Prepare work schedules, process flow documentation, meeting notes, and project plans Develop and maintain relationships with internal and external stakeholders, including customers, vendors, and partners. Minor facility operation and administrative tasks Skills & Abilities Ability to multitask and remain calm under pressure, especially during peak hours or intense situations Exceptional interpersonal, customer service, problem‑solving, verbal, and written communication, and conflict resolution skills Strong coaching and leadership skills, ability to motivate employees Build and maintain a positive culture within the call center to attract and retain high-quality team members Proficiency with technology software, including CRMs and phone systems Strong Analytical and problem‑solving skills with a focus on data driven decision making Education & Experience Degree in Business, Communications, or commensurate experience Minimum 3 years of call center management experience Proven ability to lead and develop high‑performing teams Thorough knowledge of Windows, including Excel and Word, required In‑depth knowledge of workforce management practices, required CRM application knowledge and practices, required Insurance experience is preferred Desired Traits People First Mindset, Problem Solver, Collaborator, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development Physical Demands Environment: Standard indoor office setting; exposure to computer screens. Remote Work Expected. Physical: Requires repetitive motion. Substantial movements/motions of the wrists, hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed. Vision: See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents. Hearing: Ability to hear in the normal audio range with or without corrections. One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in. #J-18808-Ljbffr MassMutual Ventures